What are the responsibilities and job description for the Response Team Agent position at OKIN BPS INC?
This position will be at our office; our main priority is providing you with a safe work environment during this time of COVID.
Who are we?
OKIN Process is a global company focused on making operations work better for our clients. We do this by providing front-office and back-office outsourcing solutions for our clients. We help established enterprises manage and improve their business processes and scale businesses to accelerate their business growth. We are the partner our clients turn to and trust to help them constantly improve business processes and make work better.
Summary:
The role of a Response Team Agent is to triage user issues encountered during the quoting process. This role will need to determine if an issue is related to user error, system issue, defect, or bad system design and appropriately resolve the issue quickly. This role will support both DVSS and QuickStart and act as the IT liaison with IT when a system failure is detected, and resolution will be required by an IT team. This role will also need to identify user errors as it relates to training needs and ensure quoters are educated properly avoiding wasted time on triaging.
Responsibilities:
- Resolves user and or system encountered by quoting specialist
- Diagnose the error, identify the symptoms, open issue ticket for the triage teams with complete details and relevant screenshots wherever applicable
- Set priorities of tickets and engage with triage teams on emails and chats as needed
- Escalate the tickets in case of no response or delayed resolution
- Adhere to SFDC or workflow case management
- Keep the impacted user always informed on the status of the IT ticket and its progress ∙ Monitor and track all the issue tickets until completion
- Identify the training opportunities and ensure knowledge transfer to and share best practices with user ∙ Maximize First-Time-Right resolution on issues raised
- Ensure permanent fix for identified system bugs and issues
Qualifications:
- Must have excellent organizational, time, project management, and prioritization skills
- Creative problem-solving skills to ensure timelines are met
- Must possess professional communication skills for phone calls, emails
- Ability to perform under pressure to meet deadlines
- Good written and verbal communication and interpersonal skills
- Strong customer service focus
- Ability to work local hours of the delivery location
- Strong team collaboration and coordination skills with minimal supervision
Desired Skills:
- MS Office / Suite skills
- Excellent written and verbal communication and interpersonal skills
- Customer Service type skills
- Helpdesk experience
We're a fun, fast-paced, environment and our team thrives’ around creativity and excitement. This is a fantastic opportunity to join our company at a time of exciting growth. Although we are small and agile with a mature client base with a start-up mentality, we try, fail, learn, and succeed. As an early member of our team, you'll be instrumental in achieving our next period of growth, and the only limiting factor to your success will be your motivation and desire to succeed. Eager to know more?
Become a part of our team!