Contact Center Personnel provide 24/7 Level 1 support, prioritizing First Contact Resolution (FCR) and user satisfaction.
1. Technical Support: Promptly address service requests and resolve issues, meeting SLA targets.
2. Incident Management: Log, update, and close tickets in ServiceNow, escalating with clear, detailed documentation for seamless handovers.
3. FCR and User Experience: Maximize First Contact Resolution to enhance efficiency and deliver exceptional user satisfaction.
4. Remote Assistance: Use secure tools (e.g., Microsoft Teams, Zoom, LogMeIn) for effective troubleshooting and issue resolution.
5. Knowledge Base: Contribute to and utilize the ServiceNow knowledge base to ensure consistent, high-quality resolutions.
6. User Support: Facilitate account setup, password resets, MFA configuration, and onboarding/offboarding processes.
7. Proactive Improvement: Identify recurring issues, analyze trends using performance analytics, and recommend preventive measures to reduce ticket volume.
8. Collaboration and Communication: Work closely with other IT teams for smooth escalations and engage users with clarity, active listening, and professionalism, offering multilingual support as needed for AIIB’s global operations.