Business Support Associate

Há 2 dias

São Paulo, São Paulo, Brasil Ntt Data Services Tempo inteiro

**Req ID**: 226361
We are currently seeking a Business Support Associate to join our team in Sao Paulo, São Paulo (BR-SP), Brazil (BR).
Realizar a Gestão da fila de Tickets, controlando, distribuindo, priorizando, categorizando e garantindo atendimento das demandas (incidentes, solicitações, consultas e mudanças) conforme os processos definidos e os níveis de serviços acordados com as áreas internas, clientes e fornecedores.
Atividades de um Ticket Manager:
1. Será responsável pelo acompanhamento dos SLA's e SLO's dos Tickets;
2. Responsável por acompanhar, interagir, cobrar e atualizar o escalonamento dos grupos solucionadores, clientes internos e externos;
3. Interagir com o coordenador para atender os SLA ´s;
4. Realizar o follow-up do início ao fim do atendimento;
5. Auxiliar no atendimento dos chamados quando os demais grupos solucionadores tiverem ocupados;
6. Contatar usuários para esclarecimento de solicitações ou complemento de informações;
7. Verificar as solicitações de clientes que não foram formalizadas pela central de relacionamento e cobrar a abertura do Tickets;
8. Responsável por acompanhar, interagir, cobrar e atualizar os Tickets fora dos prazos (SLA) e reaberturas destes junto grupos solucionadores, clientes internos e externos;
9. Sugerir opções de categorizações para resolução de Tickets;
10. Solicitar e orientar o correto preenchimento (registrando de forma clara e compreensiva) e informar as falhas de preenchimento dos Tickets;
11. Notificar os desvios identificados ou oportunidades de melhoria nos processos;
12. Sugerir opções para resolução de conflitos para resolução dos Tickets;
13. Controlar e monitorar Backlog;
14. Apoiar a elaboração do Dashboard da operação, acompanhando os indicadores de desempenho dos grupos solucionadores;
15. Apresentar mensalmente relatórios gerenciais e de volumetria.
**About NTT DATA Services**
**_NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law.
We are committed to creating a diverse and inclusive environment for all employees.
If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team._**
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