Customer Service Analyst

Source Technology

Posted on May 28, 2024 by Source Technology
Basel, Switzerland
IT
Immediate Start
Annual Salary
Contract/Project
Source Group are currently looking to hire a Senior Customer Service Analyst for one of our customers within Financial Services.

We are looking for an experienced Customer Service Analyst to provide 1st level and VIP support as part of the IT Service Desk team. The ideal candidates would be a Senior Customer Service Analyst with proven VIP support skills, motivated and dedicated, keen to help improve and shape future service model.

Responsibilities:

Provision 1st level support including administration, and request management to external and internal customers as part of the global IT Service Desk function.
Proactively monitor customer feedback, satisfaction levels and assist with any customer escalations. Identifies and proposes improvements based on user feedback.
Act as a focal point for customer liaison and provide an effective and efficient interface between ITS and its customers.
Perform reporting and analysis of incident trends, problem management and SLA/KPI performance related to customer support.
Work with IT and Security teams across the Bank to ensure effective incident, request, SLA and problem management processes according to ITIL standards and best practices; maintain and improve these processes.
Actively contribute to and maintain Knowledge Base content.
Training and coaching of other IT support analysts
Senior Management (VIP) support
Support and coordination during high-level meetings (outside of normal service hours on request).
Provide regular on-call, remote and on-site support outside of normal service hours

Must haves:

Proven customer service skills over telephone (eg experience with VIP support, 1st level support, supporting external customers, senior management).
Corporate/government/financial institution/private banking background would be important
Understanding of the different technologies and ability to support users.
Experience supporting on-call

Please note successful candidates must be based/relocate to Switzerland and will be required to travel on site to Basel 50%

Reference: 2767071427

https://jobs.careeraddict.com/post/91260610

This Job Vacancy has Expired!

Source Technology

Customer Service Analyst

Source Technology

Posted on May 28, 2024 by Source Technology

Basel, Switzerland
IT
Immediate Start
Annual Salary
Contract/Project
Source Group are currently looking to hire a Senior Customer Service Analyst for one of our customers within Financial Services.

We are looking for an experienced Customer Service Analyst to provide 1st level and VIP support as part of the IT Service Desk team. The ideal candidates would be a Senior Customer Service Analyst with proven VIP support skills, motivated and dedicated, keen to help improve and shape future service model.

Responsibilities:

Provision 1st level support including administration, and request management to external and internal customers as part of the global IT Service Desk function.
Proactively monitor customer feedback, satisfaction levels and assist with any customer escalations. Identifies and proposes improvements based on user feedback.
Act as a focal point for customer liaison and provide an effective and efficient interface between ITS and its customers.
Perform reporting and analysis of incident trends, problem management and SLA/KPI performance related to customer support.
Work with IT and Security teams across the Bank to ensure effective incident, request, SLA and problem management processes according to ITIL standards and best practices; maintain and improve these processes.
Actively contribute to and maintain Knowledge Base content.
Training and coaching of other IT support analysts
Senior Management (VIP) support
Support and coordination during high-level meetings (outside of normal service hours on request).
Provide regular on-call, remote and on-site support outside of normal service hours

Must haves:

Proven customer service skills over telephone (eg experience with VIP support, 1st level support, supporting external customers, senior management).
Corporate/government/financial institution/private banking background would be important
Understanding of the different technologies and ability to support users.
Experience supporting on-call

Please note successful candidates must be based/relocate to Switzerland and will be required to travel on site to Basel 50%

Reference: 2767071427

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