Krzysztof Puchalski

Contacting the customer via phone, mail and e-support’ quality check of agents work, developing improvement plans; Customer satisfaction survey analysis; creating shift pattern in tem of 22 people; ticket analysis for problem management and project management; close collaboration with Knowledge management to keep up to date with updates of knowledge base; new joiner trainings; interviewing candidates; maintaining the service by making sure that all assignments are dealt with in time

• Undertaking initial diagnostics of the incident, using the tools available and resolving as many as possible on initial contact
• Accurately recording and classifying all incoming incidents with the appropriate priority, category and incident summary details or error messages
• Proactive flagging incidents where no knowledge solution was found
• Meeting or exceeding the level of Service when responding to all incoming incidents
• Accurate and timely hand off to other resolving teams

wyszukiwanie kandydatów, aktualizacja baz danych, kontakt z klientami