Job Description
The TechEx Analyst role offers an exciting opportunity to join the NBCU LATAM Service Desk, known as TechEx. As the initial point of contact for NBCU employees and partners requiring IT support, the Analyst will resolve a significant number of issues during the first interaction. This role requires a strong commitment to customer service to meet and surpass customer satisfaction goals. The TechEx Analyst role is a technical position requiring knowledge of the core NBCU IT infrastructure. Analysts should be proactive, enthusiastic about technology, and capable of finding solutions to complex technical issues.
Must Have:
- Provide customer support via phone and chat.
- Troubleshoot and resolve IT issues (break-fix).
- Handle and triage customer requests.
- Deliver excellent customer service.
- Understand and meet team targets.
- Identify process improvement opportunities.
- Collaborate on service improvement plans.
- Provide support during live events when needed.
The TechEx Analyst role is an exciting opportunity to be a part of the NBCU LATAM Service Desk, branded as TechEx.
Being the first point of contact for NBCU employees and partners requiring IT support, the Analyst will resolve a high percentage of issues at first contact. This role demands a high level of customer service to ensure that customer satisfaction targets are both maintained and exceeded.
The TechEx Analyst role is a technical role requiring knowledge of the core NBCU IT landscape. Analysts should be self-starters, excited about technology and able to find answers to resolve complex technical issues.
REQUIREMENTS:
YOUR DAY TO DAY:
- Provide support to customers via phone, live chat, and working tickets in a high-volume environment.
- Break Fix support of IT issues
- Fulfill or triage customer requests.
- Deliver exceptional customer service.
- Understand Team targets and deliver to them.
- Identify process improvement opportunities and feedback to the management team.
- Collaborate where required on service improvement plans and operational projects.
- support live events when necessary.
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