- providing real time response esolution to customer support inquiries - interacting with SDL customers via phone, e-mail and remote sessions - diagnosing problem causes and provide solutions and best practices to customers - ensuring continuous monitoring and follow-up of customer issues so that they are resolved according to customer service level agreement timelines - contributing and maintaining knowledge base articles in a KCS workflow - working closely with the development team diagnose bugs and provide suitable workarounds to end users - testing new product releases\patches and provide feedback to development - demonstrating to and train end users on the various software applications - installing all the SOFTs on Windows Servers 2012/2012 SR2, 2016 - working closely with SQL Server Management Studio - receiving all the tickets in Salesforce - raising bugs in JIRA to the development - giving all the support on Windows Servers ( infrastructure, user rights etc. )
Responsible for business development from operations perspective for his/her customers. For this, I will identify and suggest actions, and ensure they are properly applied in accordance to top management decisions Act as escalation point from operations for his/her customers both internal and external escalate further issues that can't resolve Review and report periodically on the projects status and overall cooperation with customers, and decide any actions needed towards customer satisfaction Ensure agreed/appropriate operation processes are in place Bring a level of innovation in the cooperation with the customer Pre-sale - review/advice on operations part of proposals for existing/potential customers Resourcing - responsible for staffing project teams considering the strategic approach for customers Resource manager of personnel working on his/her customers Provide support for management roles in his/her delivery unit
Payroll Germany - Bombardier TransportationMay 2015 - January 2016
Act as a first point of contact in HR for enquiries from both internal and external customers? Provide a seamless administrative service to the country / divisional client group within the SSO scope.(Includes data entry, correspondence, filing)? Enter data for payroll and time & attendance into the relevant systems according to predefined processes? Operate within team SLAs for quality, accuracy and turnaround time.? Provide data/workload information to team-leader on a weekly basis and as requested. ? Use and develop expertise in the full range of tools and technology required to perform the role? Provide a professional and friendly service at all times to peers in the DACH region Develop an effective working relationship with the client group and related departments across the business toensure a streamlined service is provided to the customer. ? Continually look at ways of improving process and procedures within the HR function to improve the level ofsupport provided to the customer.? Suggest and follow through on process improvements
Acts as Deputy Team Leader for Operations Makes sure all records are accurate Reaches targets and deadlines given by the team leader Assists team members whenever they need advice/ help in solving client enquiries Offers technical support for Process Assistants Reinforces communication within team leaders and Pas Ensures fluency of activity in the absence of team leaders Provides support to team leaders and offer advice on process related issues Addresses escalated queries from the Pas Assists TLs in process improvements Manages the technical process related to his/ her line of activity Monitors the implementation of both existing and new company procedures
Allocates all received payments according to the customers' remittance advice Inputs and allocates cheques received Clears unapplied/ suspended account De-blocks and reverses allocated payments Keeps the records of all processed payments as per the TL's instructions Performs any additional reports and checks according to the country rules and regulations Updates the customer records with the relevant information following any payment Conducts regular interactions over the phone/email with the customers in order to fulfil the assigned duties Escalates any difficult situations to the process specialist / TL according to the procedures Is personally responsible for the quality of his/her work as documented by the Company's official documents
Allocates all received payments according to the customers' remittance advice Inputs and allocates cheques received Escalates any difficult situations to the process specialist / TL according to the procedures Is personally responsible for the quality of his/her work as documented by the Company's official documents
Microsoft Office Pack, MS Outlook
Technical Support, Time Management, Troubleshooting, Teamwork, Problem Solving, Communication, Strategic Planning, Quality Assurance, Negotiation, Leadership, Data entry
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