Problem Management Specialist

Responsibilities

·       Analyze and provide specific RCA data to the Director of Global Services Providing recommendations for improvement of products and solutions.

·       Ensure established guidelines are followed in order to provide quality service Assist in the development and maintenance of a high performing team.

·       Communicate effectively with all levels of the organization; verbally and written Assist with analysis and identification of chronic problem areas.

·       Maintain an awareness of new products, and initiatives Other duties as assigned by the Manager.

·       Review GV, SALT, etc… scores provided by the Brand Manager and provide recommendations for improvement.

·       Achieve monthly KPIs set by management team.

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·       Demonstrated exceptional attention to detail and ability to work as part of a team Superior communication and interpersonal skills

·       Superior analytical and reporting skills (written/verbal) Proficient with the use of Microsoft Office

·       Knowledge of various Operating Systems (Windows, Linux)

·       CCNA and Linux certification

·       Knowledge of different networking product is a must.

·       Capable of effectively coordinating with employees in remote locations Positive, “can-do” attitude

·       Results driven approach

·       Motivated, reliable, and goal oriented with a proven dedication to customer care excellence

·       Exceptional organizational skills, and the ability to multitask with attention to detail

·       Wireless certification would be an asset

Personal Attributes:

·       Excellent interpersonal and communication skills, both written and verbal

·       Strong organizational skills with the ability to manage several tasks at once and meet deadlines

·       Resilience, patience and an ability to deal diplomatically with any discord

·       Ability to interact with both internal and external customers in a friendly and professional manner

·       Excellent phone manner

·       Work well in a fast-paced environment Team Player (Very important)