Service Operations Technician

Há 2 dias

Guararema, Brasil MARS Tempo inteiro

First level support analyst, resolving reported incidents/requests in a timely manner.

Ensure customers are always up to date with the status of their reported issues/requests. Keep customers informed of the status of their case handling; use service-oriented, not only technology-oriented approach.

Work with other Mars Service Ops and MGS teams to manage and resolve incidents.

**What are we looking for?**:

- ** Using defined knowledge solutions and own technical expertise in specific field of IT, solve user and technology tickets (incidents, requests, alerts) with high quality, providing great customer experience to customers and right the first time.**:

- ** Create new and refresh existent knowledge resolution solutions for issues and situations.**:

- ** Leverage 361 behavior through deliverables and development by creating or participating in initiatives within MGS Digital Technologies.**:
**What will be your key responsibilities?**:

- Support IT users through incoming calls and digital channels.
- Resolve reported incidents/requests in a timely manner, meeting agreed operational and service SLAs, at the right level of quality and with high customer satisfaction.
- Keep IT users informed of the status of their case handling; use service-oriented, not only technology-oriented approach.
- Demonstrate developed customer focus skills and courtesy to the customer, especially for technically complex cases.
- Contribute to Service Ops Call Centre availability by handling multiple user contacts at the peak call centre hour.
- Be responsible for specifics team roles, such as TechLeads, Segment Leads, Champions, etc
- Act as a resource of MGS Projects, as required
- Work with other MGS teams to solve IT user tickets.
- Contribute to high collaboration MGS IT Ops team.

**What can you expect from Mars?**:

- Work with over 130,000 like-minded and talented Associates, all guided by The Five Principles.
- Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
- Best-in-class learning and development support from day one, including access to our in-house Mars University.
- An industry competitive salary and benefits package, including company bonus.

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