Troubleshoot issues consistently by using defined troubleshooting questions and methods.
Respond to email notifications and phone calls inquiries as needed to ensure issues are resolved quickly.
Responsible for reviewing Client 360/ServicePoint Inquiries/Incidents daily to ensure issue is being worked and service levels are met.
Report and resolve significant and recurring file transmission issues.
Supports and resolves queries by email/phone and asks relevant probing questions to provide appropriate solutions thereby enhancing client’s experience.
Should be able to process and raise required requests/transactions and make sound decisions related to client’s requests.
Work in 24/7 environment and rotational shifts per the files transmission schedules and be self-motivated to achieve excellence in the given tasks.
Draft professional emails to clients/On-shore business partners and inquire about missing or late files, User ID requests etc.
What You will do:
Troubleshoot issues consistently by using defined troubleshooting questions and methods.
Respond to email notifications and phone calls inquiries as needed to ensure issues are resolved quickly.
Responsible for reviewing Client 360/ServicePoint Inquiries/Incidents daily to ensure issue is being worked and service levels are met.
Report and resolve significant and recurring file transmission issues.
Supports and resolves queries by email/phone and asks relevant probing questions to provide appropriate solutions thereby enhancing client’s experience.
Should be able to process and raise required requests/transactions and make sound decisions related to client’s requests.
Work in 24/7 environment and rotational shifts per the files transmission schedules and be self-motivated to achieve excellence in the given tasks.
Draft professional emails to clients/On-shore business partners and inquire about missing or late files, User ID requests etc.
What you will need to have:
Excellent Client Focus
Business Awareness
Adaptability
Good oral and written communication
Ability to work under pressure.
Team player
Willing to work in rotational shifts including weekends.
What would be great to have:
Knowledge of Files Transmissions terminologies (SFTP, FTP, DNS, Servers etc.) 1-4 years of experience in client service role with proven performance Working knowledge of MS Excel, MS Word, MS Teams etc.
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