Descripción de la empresa
SGS es el líder mundial en inspección, verificación, análisis, capacitación y certificación. Es considerada como el principal referente mundial en calidad e integridad, contamos con más de 95.000 colaboradores y una red de más de 2.400 oficinas y laboratorios por el mundo.
Descripción del empleo
As a member of the ATS team in our Global Business Solutions (GBS) center, the IT Services Call Center Representative serves as the first point of contact for ATS team members seeking technical support. This role answers inbound support calls, gathers relevant information, and accurately creates service desk tickets to ensure timely issue resolution. Representatives are responsible for routing tickets to the appropriate support board based on the nature of the request. They also assess and assign the appropriate urgency level to each ticket to help prioritize support efforts and maintain service quality.
Specific Responsibilities
- At all times, complies with SGS Code of Integrity and Professional Conduct.
- Handle inbound calls from ATS team members and log activity in the service desk system.
- Monitor the service desk ticketing software to prioritize inbound tickets received by email and assign them to the correct board.
- Provide ongoing support and status updates for existing support tickets.
- Accurately enter ticketing information and determine correct prioritization.
- Continuously monitor tickets to confirm service level agreements are being met.
- Escalate to ATS management as needed.
- Performs other related duties as may be assigned either in support of departmental goals or for his/her personal or professional training, education or development as programmed by his/her immediate superior.
- Ensures work area in GBS is kept clean and presentable at all times.
- Complies to all SGS health and safety and HR policies and procedures.
Requisitos
Profile
- Minimum college degree or equivalent technical or professional qualification in life sciences, healthcare or a related field.
- 1-2 years of experience in a customer service role, preferably in IT. Call center experience is a plus.
- Knowledge of general IT application support.
- Excellent organizational, interpersonal skills, and high level of multi-tasking capacities with the ability to coordinate multiple projects at once.
- Ability to work independently, use time wisely and multi-task.
- Demonstrated commitment to data quality and operational excellence.
Required Skills
- Excellent written and verbal communication skills in English language (B2+ level or above).
- Ability to explain complex information in a clear, friendly, and approachable manner.
- Ability to handle difficult or sensitive situations professionally and calmly, resolving issues promptly.
- Ability to accurately document participant information and maintain meticulous attention to detail in all interactions.
- Strong MS Office and computer skills.
- Self-motivated and efficient with strong attention to detail and organizational and interpersonal skills.
- High level of integrity and taking responsibility.
- Teamwork and cooperation.
Información adicional
Horario: Lunes a viernes
Modalidad: Presencial
Salario: A convenir
Contrato directo con GBS Americas a termino indefinido.