The Incident Management Agent requires the ability to act as the point of contact for the company's financial customers with Incident Management Services. They will be accountable for continuously receiving and handling high volume of customer calls.

Responsibilities include but not limited to:

• Service requests from customer and ensure timely and satisfactory resolution of issues.
• Generate daily and weekly incident reports and review incident history to determine recurring faults.
• Provide accurate and creative solutions to user problems of moderate nature to maximize user productivity.
• Record information into the HDS (Help Desk Solution) system; document, verify and make appropriate corrections to the incident record and customer profile; ensure thorough documentation of problem description and all subsequent activities.
• Update work orders and provide status information.
• Escalate customer problems both internally and externally, when required, according to defined escalation path.
• Research, resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner.
• Allocate engineer appointment times for jobs requiring multiple resources on-site.
• Assign and distribute workload to Customer Engineers to meet Service Level Agreement (SLAs) across broader areas.
• Participate in team projects that enhance the quality or efficiency of help desk service.
• Responsible for overall IM system implementation and management.
• Coordination of testing for new devices, dispatching procedures, etc. for certification before implementation in live environment.

Job Qualifications

• Certificate Diploma in any field.
• With at least more than 1 year experience in a contact center or deskbound customer service.
• Experience with a bank or armored car company in cash management, branch operations, or cash operations is a plus.
• Understanding of ATM fault management and call management procedures is a plus.
• The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken).
• Basic PC/Microsoft Office skills and telephone skills.
• Result oriented to deliver timely productivity.
• Open to work hours involving weekends and public holiday.
• Able to commit to shift schedule; total of 44 hours a week.

Carolyn Ann Santibanez Mendoza EA License No. 02C3423 Personnel Registration No. R1105160

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