Alexandra Benkő Email & Phone Number

Dunakeszi, Hu

Budapest, Hungary

Budapest

- receiving tickets from Level 1 Agents - working remotely to resolve the IT issues of bank representatives from Germany's second largest bank - installing operation systems, printers and various programs used by the clients- resetting roaming and local profiles of the users- dispatching tickets for on-site support in case of a hardware issue

Budapest

- providing remote IT support to the employees of the world's biggest insurance company from Germany- validating customers- providing the customer with a solution through troubleshooting, problem research, first time fix or escalating the call to the appropriate resolution group- resetting passwords, unlocking accounts and creating one-time passwords for new users- helping other agents with troubleshooting and the New Hires with their first calls- assigning open and pending tickets to agents, controlling if they are resolved in time to ensure that all service-level agreements are met (for example: at least 95% of password resets should be completed within an hour or less during the week)• 100% Call handling and Case Documentation quality results multiple times• "Star of the Month" and "Star of the Week" award• completed RDM and Coach career preparation trainings

Budapest

- answering incoming phone calls and e-mails from the end-users of the represented information technology company- logging phone calls, e-mails, customer and product details in the ticketing system- forwarding the calls to the appropriate resolution group- keeping contact with distributors- mentoring New Hires- preparing the schedule of direct colleagues