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Client Technology Representative II

3.00 to 5.00 Years   Gurugram   13 May, 2022
CARLSON WAGONLIT
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryTravel / Tourism
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

    * With direct supervision provides entry level, Level 1 technical support for applications and infrastructure services for CWT clients. Troubleshoots and resolves technical issues and escalates if required. Completes a limited range of tasks and follows detailed instructions for routine work.
    • Configurations of existing OBT sites (e.g. travel policy, client reference field, home screen messaging, etc)
    • Liaise with local country contacts, Program Management, Implementations and TTS to ensure product is correctly setup, configured and supported according the service level agreement
    • Provides timely acknowledgement and solution for site administration/maintenance requests
    • Manages client inquiries and accurately documents requests via online case management tool
    • Consistently responds to client inquiries within SLA targets
    • Coordinates and performs testing of functionality, enhancements, and CWT process changes
    • Escalate any client-specific tickets which cannot be fixed by CWT to OBT Vendor/s for investigation and until resolution. Ensure requestor are kept updated at every stage.
    • Opens enhancement requests to Third Party Vendors as needed and ensures client is kept up to date
    , *
    • High School diploma or equivalent
    • Fluent in location required language(s) as well as in english
    • Skill development ability for delivery of IT support including business software applications
    • Ability to ask open-ended questions and active listening
    • Ability to perform basic troubleshooting
    • Strong customer service skills
    • Critical thinking skills
    • Ability to work in a global, multicultural environment
    • Clear communication skills, both written and verbal
    • Flexible to work in rotational shifts

Keyskills :
technical supportservice levelthinking skillsthird party vendorsentry levelprogram managementcustomer service

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