CALL CENTER REPRESENTATIVE IT SERVICES RBS
Core
First point of contact for IT Services team members, handling inbound support calls and managing service desk tickets to ensure timely issue resolution.
Role type
IT Services Call Center Representative
Builds
Service desk ticketing workflows and support status updates for the ATS team
Domain
IT Services / Global Business Solutions
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Inbound call handling, service desk ticket logging, ticket routing and prioritization, SLA monitoring, ticket escalation, MS Office proficiency, English communication (B2+), data entry accuracy
Preferred skills
IT application support knowledge, customer service experience, multi-tasking, independent work
Responsibilities
Answer inbound support calls from ATS team members, log activity in the service desk system, monitor and assign tickets to correct boards, provide status updates for existing tickets, determine ticket prioritization, monitor SLA compliance, escalate issues to management
Seniority
Entry-level to Junior, hands-on IC
