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· Regular case reviews of reactive cases to assess health and status Identify the root cause of reactive support incidents and categorize in line with ITIL methodology
· Communication with internal support organizations for case updates and action requests
· Direct communication with customers to promote case progress where necessary
· Produce regular reports on case health metrics
Ideal candidate profile
· Advanced in English and Portuguese
· 3 years of experience in supporting enterprise technologies
· Fundamental Technical know-how on system trouble shooting
· Good communication and written skills in English
· Client Customer handling experience Excellent customer service skills.
· Proficient in Metrics and Reporting
· Proficient in MS Office including MS Excel, Word and PowerPoint
· Should be capable to take initiatives, team player
· Should be capable to do training with customers
· Develops and maintains good working relationships with others
· Acts confidently in uncertain circumstances works effectively in ambiguous situations.
· Takes well thought out action to achieve a specific impact
· Positive, energetic, enthusiastic attitude