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Network Operations Center
hace 4 semanas
**PURPOSE**:
Provide top-notch support to access requests and incident reports from PTI customers, through the use of ticketing systems, assigning tasks to appropriate departments, and following up on request fulfillment and incident resolution.
**FUNCTIONS**:
- Open, manage, track and close tickets related to access to PTI sites by customers and partners.
- Communicate with all relevant departments and/or owners to provide access, and maintain communication with stakeholders, in accordance with the Access Communication Procedure and Policies, Type of Site Access and Escalation Matrix.
- Maintain records and measurements of PTI's compliance with this KPI.
- Maintain the database and documentation on types and procedures of access of the PTI sites.
- Open, manage, track and close tickets related to incidents reported by customers, which require corrective action on PTI sites.
- Contact the RSM responsible for corrective action
- Get regular updates from the Operations team and keep the customer properly informed Enforce Escalation Matrices (of PTI, Customers and Partners) Manage access platforms (e. NOKE, iLoq)
- Receive, document, follow up and communicate the periodic reports of the partners
- Receive, document, track and communicate events reported by the partner platform (e.g., Caban NOC, NOKE, iLoq)
- Provide real-time support to customers under special conditions
- Generate reports for shift changes (tickets opened during the Assistant's shift), to ensure follow-up of the staff of the next shift and the Generate periodic reports of the platforms, which are relevant to business intelligence and data analysis by other
- These_ _job_ _functions_ _are_ _representative_ _of_ _the_ _tasks_ _accomplished_ _by_ _incumbents._ _This_ _list_ _is_ _not_ _exhaustive;_ _Incumbents_ _perform_ _other_ _related_ _tasks._
**WORKING CONDITIONS AND PHYSICAL DEMANDS**:
The position works in a standard office environment. Standing, sitting and walking are required daily. The work will mínimally involve international travel. This position requires the flexibility to work in shifts including during overnight hours.
**QUALIFICATIONS AND SKILLS**:
- Technician or engineering term student
- Advanced Spanish and English are a requirement
- Ability to communicate in German, Italian or French is an advantage
- Excellent communication skills (written and verbal)
- Call Center experience is a plus
- Excellent customer relationship development and management skills
- Multitasking Conflict and problem resolution
- Experience in data analysis is a plus
- Experience with ticketing systems is an advantage
- Experience with international operations is an advantage
- It is the policy and practice of this Company to prohibit any form of discrimination or harassment on the basis of race, color, religion, sex, gender identity, sexual orientation, transgender status, national origin, age, disability, military or veteran status, or status in any group protected by federal, state, or local law._
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