Providing technical/customer support for products supported by the Help Desk by: Responding to hotline calls received from our customers and promptly determining the nature of the customer query to provide viable solutions to hardware, software, telecommunications, product or procedural problems; Liaising with multiple departments and business areas to effect resolution of problems; Effectively communicating resolution/recovery procedures, including deadlines to all pertinent areas and following up with those areas on behalf of the customer until the solution has been satisfactorily implemented; Providing recommendations to customers regarding operational and/or technical changes, to prevent recurrence of similar problems; Raising problem logs on all issues which negatively impact customer service as per Bank standards and escalating to management to effect pertinent resolutions in a timely manner; and Working with Subject Matter experts, Sr. ...
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