Company Description
Amaris Consulting is an independent technology consulting firm providing guidance and solutions to businesses.
With more than 1000 clients across the globe, we have been rolling out solutions in major projects for over a decade – this is made possible by an international team of 6000 people spread across 5 continents and more than 60 countries.
Our solutions focus on four different Business Lines: Information System & Digital, Telecom, Life Sciences and Engineering.
We’re focused on building and nurturing a top talent community where all our team members can achieve their full potential.
Amaris is your steppingstone to cross rivers of change, meet challenges and achieve all your projects with success.
Your Role
Respond to customers’ enquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction.
Front owner for the tickets coming from the users (doing the follow-up of the tickets during their lifecycle) SPOC and responsible of the escalation to other groups.
Analyze the information about the user’s issue, collect as much information as possible (computer name, screen name or report name, error or warning message displayed on the screen, any files, screen shots).
Logging and classifying all calls and requests for assistance in the customer relationship
Keep ownership of the ticket till the issue is completely solved and / or verify that suggested solutions effectively resolve the users' problems through verbal or email follow up. Update tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job. Close tickets accordantly.
Manage the resolution process for customers relating to data and applications for a particular product/s, providing 1st level and troubleshooting of customers in several technologies / tasks (password resets, printer configurations, break/fix instructions, Windows systems and MS Tools, networking, etc.)
Deploy troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus
Communicate with the customer by email and/or telephone following the SLAs agreed
Identify and escalate problems affecting a number of customers or influencing the timely resolution of one customer’s enquiry. This would include escalations to the team leader and other , sales, or resolver groups as appropriate.
Recognize and escalate recurring problems, inferior processes or outdated procedures.
Accept additional projects or areas of responsibility that will improve the team’s performance
Teaching or instructing customers regarding software or hardware functionality
Proactively contribute to the Client teams and the achievement of its goals.
About you
Bachelor degree in Computer Science/Information Systems or equivalent
Good/Fluent level of Thai (all 4 skills)
Excellent soft skills are needed. Ability to communicate and engage effectively, verbally and in writing, in English and any other designated languages with customers and colleagues
Detail orientated with sound information probing skills.
Experience or qualified in a discipline relating to the financial markets, the finance sector or is a big plus.
Experience in a customer or contact center preferred. Previous experience in the financial industry desirable
Why us?
Be part of an international, multicultural environment of 7,750 talented people over 60 countries and 5 continents
Join a fast-growing global group with a turnover of €565M and over 1,000 clients across the world
Explore opportunities to grow quickly with a tailor-made career path: 70% of our key senior talent joined the company at entry level
Take advantage of over 500 training courses in our ACADEMY catalogue, which includes programs in interpersonal communication, team management, project management, etc.
Get the opportunity to support nonprofit organizations thanks to our Foundation initiatives and volunteering platform OneSmallStep
Depending on your performance and eligibility criteria, you can benefit from international mobility opportunities and progress your career worldwide, and/or experience other departments and sectors
Unlock your full potential, both professionally and personally.
