1. Under direct supervision, answer customer calls in a professional manner and exhibit the appropriate sense of urgency in responding to each customer.
2. Identify the nature of customer problems to reduce down time and customer impact. Assess phone conversations and under direction determine problem priorities, follow-up and escalate time frames for problem resolution.
3. Conduct problem diagnosis to identify the most effective method for resolving issues. Create a problem control record for proper tracking, resolution and follow-up.
4. Reach problem resolution on the first customer call, if possible. Designate and notify the appropriate support group for additional problem diagnosis and determination.
5. Complete primary problem documentation. Record customer impact, problem abstract and resolution information. Track and follow-up root cause and resolution step(s) taken.
6. Use all support tools, mechanisms, and processes to identify and resolve issues for customers in a proactive manner.
7. Provide assistance to Technology Services support groups, including answering hotline calls and processing paging requests to move outages to resolution.
8. Under direction, rotate into the resolver-crisis administrator function, when necessary, to assist in the tracking, routing and resolving higher impact outages.
9. Adhere strictly to compliance and operational risk controls in accordance with HSBC and regulatory standards, policies and practices; report control weaknesses, compliance breaches and operational loss events.
10. Complete other related duties as assigned, support the Company’s Diversity programs. Experience: This position requires an individual with:
* A high school diploma or equivalent and one year general data processing experience in customer service function or experience in a similar environment.
* General data communications experience preferred but not necessary.
* Strong oral and written communication skills.
* Data entry or general CRT/personal computer screen entry skills preferred but not necessary. To Apply to this job go to http://www.GadBall.com or click here