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Position Title: Customer Service Assistant
Job Summary: The Customer Service Assistant (CSA) reports to the Head of the ITG-SMO-OD-IRD-CSS. He is responsible for providing first-level support for simple to medium I.T. related incidents, requests and queries from computerized systems users of the Bank. Works on resolving incidents, requests and queries at the soonest possible time. If needed, escalates unresolved incidents, requests and queries to more experienced Customer Service Officers (CSOs)/CSAs and/or to the appropriate support teams.
Role Exposure: Receives incident reports, requests for assistance and queries from internal users of computerized systems.Ensures that incidents, requests and queries received are ticketed and tracked.Forwards incident reports to concerned units for resolution/updating.Works on the resolution of assigned tickets at the soonest possible time. If needed, escalates unresolved tickets to more experienced CSOs/CSAs or to the appropriate support units.Logs significant updates to the tickets when available.If assigned, randomly checks on the quality of logged tickets and alerts concerned users on corrections needed.Prepares assigned reports/extracts.Recommends incidents that may be converted into problems.Suggests/Implements initiatives that may improve the productivity of ITG-SMO-OD-IRD-CSS.Recommends/Performs updates to the knowledge database.Participates in system/application test activities when requested.Participates in planned and unplanned disaster recovery activities when assigned.If assigned, coordinates branch opening/consolidation/closing activities with the concerned units of the Bank.Trains/Guides more junior CSAs.Performs other duties as may be assigned from time to time.
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