Problem Management Specialist

Responsibilities

· Analyze and provide specific RCA data to the Director of Global Services Providing recommendations for improvement of products and solutions.

· Ensure established guidelines are followed in order to provide quality service Assist in the development and maintenance of a high performing team.

· Communicate effectively with all levels of the organization; verbally and written Assist with analysis and identification of chronic problem areas.

· Maintain an awareness of new products, and initiatives Other duties as assigned by the Manager.

· Review GV, SALT, etc… scores provided by the Brand Manager and provide recommendations for improvement.

· Achieve monthly KPIs set by management team.

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· Demonstrated exceptional attention to detail and ability to work as part of a team Superior communication and interpersonal skills

· Superior analytical and reporting skills (written/verbal) Proficient with the use of Microsoft Office

· Knowledge of various Operating Systems (Windows, Linux)

· CCNA and Linux certification

· Knowledge of different networking product is a must.

· Capable of effectively coordinating with employees in remote locations Positive, “can-do” attitude

· Results driven approach

· Motivated, reliable, and goal oriented with a proven dedication to customer care excellence

· Exceptional organizational skills, and the ability to multitask with attention to detail

· Wireless certification would be an asset

Personal Attributes:

· Excellent interpersonal and communication skills, both written and verbal

· Strong organizational skills with the ability to manage several tasks at once and meet deadlines

· Resilience, patience and an ability to deal diplomatically with any discord

· Ability to interact with both internal and external customers in a friendly and professional manner

· Excellent phone manner

· Work well in a fast-paced environment Team Player (Very important)