French Speaking Service Partner Coordinator

6 days ago

Bengaluru, India Unisys Full time

**What success looks like in this role**:
As an SDA3 agent you will provide telephone service to our service partners and customers in French by
- Registering and validating service requests
- Booking appointment in case the Customer requires it

You are the interface between our Customers and our Service Partners and will support the Engineers by
- Performing initial triage of service event
- Ensuring CE access requirements are met
- Assign service requests to Customer Engineers
- Managing ticket SLA monitoring and escalations

In addition, you might also carry out
- Short surveys to record how customers rate our services.
- Monitoring and addressing alerts, escalations

Provide support on daily operations issues. - Perform duties in accordance with account processes and procedures. - Build and maintain positive working relationships with internal and external stakeholders (and other service providers if in a multi-vendor environment). - Mentor team members - Document assigned activities using defined process and timeframes. - Contribute to the creation, maintenance and enhancement of operational processes and procedures to improve overall performance of technical staff. - Identify areas for continuous improvement and efficiency in delivery of services. - Take responsibility for follow-up services or problem escalation. - Analyze and highlight operations performance. - Complete and submit reports as requested. - Support process improvement initiatives

**You will be successful in this role if you have**:
Native or close to native French and English language skills (verbal and written)
- Good working knowledge of MS Office (Word, Excel, Outlook)
- Knowledge/experience of PC systems & components
- Experience of incident logging systems is an advantage
- ITIL qualification is an advantage
- Active participation in ongoing quality initiatives at the desired level, detailed on the UGSH Quality Portal by considering all relevant objectives, policies and procedures.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

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