Process Improvement Expert
3 days ago
ABHIDI ENTERPRISES seeks an IT Process Specialist to join our team, driving process improvement and delivering exceptional customer service.
The successful candidate will have excellent communication and problem-solving skills, with the ability to work collaboratively in a dynamic environment.
**Key Responsibilities**
- Provide first-level support for all applications, ensuring timely resolution of user queries and issues.
- Raise and manage tickets in Service Now, guaranteeing that SLAs are met and users receive regular updates on ticket progress.
- Accurately record user complaints in Service Now, ensuring that critical issues are escalated to the relevant teams and management.
- Maintain a comprehensive log of all communication and steps performed in the Ticketing system, facilitating efficient issue resolution.
- Inform users regularly about the progress of their tickets, promoting transparency and trust.
- Evaluate escalation procedures to ensure that critical issues are addressed promptly.
- Effectively troubleshoot user queries via various channels, providing actionable solutions.
- Answer phones professionally, respond to user inquiries, and address complaints in a courteous and empathetic manner.
- Install, configure, and upgrade FedEx software, ensuring seamless integration with existing systems.
- Provide remote support and troubleshooting services for user laptop/desktop issues, MS Office applications, and other FedEx applications.
**Requirements**
A diploma or higher education degree is necessary for this position. Service desk/helpdesk experience and proficiency in Korean are essential.
**Position Details**
This is an entry-level position offering full-time employment opportunities in the Information Technology field within the Consumer Services industry.
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