OCS Support Technician

You will be part of the Customer Support Department of Generix managing incidents and client requests for our OmniChannel Sales Solutions.

MAIN RESPONSIBILITIES

- Creation and processing of customer requests;

- Ensure the follow-up of the interactions (Opening, closing, relaunching, customer notification, completion of technical information and escalation actions);

- Apply the necessary actions for the first analysis of the incidents, in order to solve the level 1 occurrences according to the SLAs. Provide alternatives and disclosure patches for the costumers;

- Management of the relationship with the customer: carry out the necessary and proper communication for the declared incidents and requests, until their resolution;

- Escalate incidents and requests: transmission of out-of-order incidents and intervention requests to the appropriated services;

- Understand and apply procedures and instructions.