Alex Bassermann Email & Phone Number

Utrecht, Netherlands

Utrecht, Netherlands

London, United Kingdom

• Actively maintain a close collaboration with a dedicated list of customers, focusing on implementing and fulfilling projects;
• Resolve customer escalations, being focused on setting up the right customer expectations and delivering a quality service
• Accurately capture, update and manage incidents using incident management tools;
• Proactive treatment of day-to-day incidents reported by customers and customer information on the status of processing;
• Close collaboration with internal and external IT teams to resolve incidents quickly and comprehensively; Shift and standby services;
• Coordinate usual daily tasks within the agreed processes;

London, United Kingdom

• Deliver induction presentations to new employees, introducing them to our processes, while making sure they have all systems in place for a smooth transition into their roles;
• Participate in international summits and brainstorm on IT development;
• Act as an escalation point for Support teams, mainly customer service.
• Provide technical support associated with all desktop related services throughout EMEA and globally, as required to enable a 24x7 IT Support;
• Work with other teams globally, follow up on all incidents and aim to close them within 24 hours (high priority-4 hours);
• Pick, update, and manage incidents using an incident management tool (At your service),

London, United Kingdom

• Work in close collaboration with assigned DACH distributors to maintain a proficient level of business;
• Partner with cross-functional teams to ensure internal efforts are invested towards customer satisfaction;
• Coordinate orders from quoting level to delivery;
• Work closely with pricing/logistics/supply chain/manufacturing teams/account managers/sales/finance to deliver a great level of service;
• Continuously gain and develop distributor and market knowledge in the DACH region to be able to support the CS team members and internal/external customers;
• Mentor new employees by providing practical advice and closely working with them on their tasks;

Malta

• Host/present different casino games to the camera for live players
• Carry out all gaming operations, including table administration, the gaming process and computer monitor administration
• Interact with players verbally and through the live chat system throughout the game in the German and English language
• Work with and relay information to the Live Support Team regarding any operator, system or chat malfunction
• Attending training courses/workshops to continually improve own technical skills
• Flexible attitude to changing priorities, including changes to shifts and covering colleague absences where required

London, United Kingdom

• Respond to email, chat and phone customer enquiries, focusing on maintaining a high level of customer service;
• Manage the website content via CMS, HTML Creation, JavaScript, CSS & More‎;
• Work on remote connections: RAdmin / Teamviewer;
• Track and solve issues using the OpenBet issue tracking system (JIRA);
• Create knowledgebase articles to document new technical issues and solutions based on requests made by internal employees;

Ringwood UK

• Manage a team of 8+ Customer Service Representatives (appraisals, trainings, escalations, etc.);
• Initiate 1-2-1 meetings on performance reviews;
• Set GOALS for team and follow on completion;
• Use BD Management Server to deploy the Bitdefender clients across the entire network, manage deployments and check deployment status and result;
• Be the first point of contact for all PC/Network related issues – OTRS and JIRA;
• Install and test security software on: Windows 98/2000/ME Windows XP/Vista/, Windows Server, Small Business Server 2003, Exchange 2003, Linux, FreeBSD;

• Provide business partners and internal staff with technical support;
• Build a client PC to specific requirements – installing, testing OS and Software;;
• Work within a TCP/IP network environment, including DHCP, DNS and Ethernet
• Deploy new hardware, server backups & evaluate new software & security risks;
• Provide secondary support for LAN administration;

Education record

Law