Incident Management Agent - English language (US)

Department: CCC

Location: 4. Beograd

We are looking for new colleagues on a position of Incident Management agent who will be responsible for monitoring, logging, and escalating on incidents for more than 100 US customers with over 5000 ATMs in their fleet, 24/7.

Position includes communicating with both customers and our engineers on field to make sure problems are resolved and customer satisfaction is assured.

Requires rotation in work hours involving weekends, night shifts, holidays or sometimes extended hours as monitoring service for US customers is being provided 24/7.

We are offering:

• Career and skills development opportunities and trainings
• An international and diverse work atmosphere
• A competitive salary packages
• Trizma benefit package (a day off and a present for birthday, various discounts etc)
• Casual workplace environment
• 40-hour work week, 5 days a week

What are we looking for:

• Fluency in English
• Technical degree in Computer science or higher level of IT knowledge with related experience
• Work experience in the area of Customer Service
• Strong analytical and trouble shooting skills
• Strong team orientation
• Sense of responsibility and good organizational skills
• Readiness to work with an international team
• Strong communication skills required

It is a plus if you possess:

• Associate degree
• Previous experience in a Customer Support and/or Helpdesk environment
• 1+ years of related experience
• Self-driven and results oriented attitude
• Ability to work under pressure within flexible working hours
• Communication skills

Duties and responsibilities:

• Comprehensive ATM management and software support for banks, financial customers with Incident Management Services.
• Incident identification, logging, categorization, prioritization, Initial diagnosis, escalation as necessary, resolution and closure.
• Communication with the user community throughout the life of the incident.

Communication with other service management processes:

• Change management,
• Problem management,
• Service asset and configuration management,
• Service level management and communication with IT service.
• Creating different types of Reports on request.