Back Office Agent

• Provides constant feedback on CRM performance and provides any improvement idea to Team Leaders/ OPMx /Customers;
• Dispatches emails based on existing tickets;
• Reassigns tickets for follow-up in case of absences;
• Creates and distributes workload report for each technician;
• Dispatches and notifies technicians urgent topics;
• Tracks and registers customer feedbacks;
• Picks up and handles out of scope topics;
• Responsible with addressing authorization requests and repair/replacement requests from customers for all EMEA region;
• Responsible for processing of service requests for third party products (e.g. SMC, HP, Netapp);
• Responsible for project information gathering and alignment with the corresponding team;
• Responsible to ensure consistency and accuracy of daily operational workload;
• Single point of contact for coordination / registration /communication of (service) requests for customers and EMEA CSOs for onsite/remote support or related to handling VIP customers or projects;
• Responsible for internal ticket escalation to CSO management together with team lead when breaching follow-up time of pending tickets;
• Reads, understands and applies the procedures from area of responsibility and other interdepartmental procedures, applicable within the company;
• Fulfils any other tasks related to area of responsibility, as requested by direct superior.

Function: Information Technology
Experience Level: Associate