ARC Manager-SD
2 weeks ago
ARC Tier 1 is required to work in a secure ARC environment. ARC is a type of call center that
specializes in providing technical support or customer service for complex products or services. An
ARC typically employs highly trained and specialized agents who are knowledgeable about the
product or service being supported. They may also use advanced technologies such as artificial
intelligence, chatbots, and automation to assist with customer inquiries and support.
ARCs often handle more complex issues that cannot be resolved through standard support channels.
They may also provide 24/7 support and have multilingual capabilities to serve a global customer
base.
In addition to providing technical support, an ARC may also be responsible for proactive monitoring
and management of the product or service being supported, identifying, and resolving issues before
they become problems for customers. This can help to improve overall customer satisfaction and
reduce downtime for critical systems or services.
Overall, an Advanced Response Center plays a critical role in ensuring that customers receive highquality technical support and service for complex products and services.
ARC Tier 1 is responsible for provide first level technical support to NEC's customers. ARC Tier 1 will
work closely with ARC Tier 2, Team Leads & Technical Support Engineers to achieve this purpose.
ARC Tier 1 is the first line of technical support. This team is responsible for basic customer
issues/enquiries/request/alert. It is the same as 1st Level support which provide basic technical or
non-technical support functions.
Responsibilities:
(Describe the important end results of the job, i.e., what has to be achieved and why. Start
with the most important and number each one separately)
ACR Tier 1 functions and responsibilities (not limited)
• Perform log & route [to Tier 2 or Resolver Team(s)]
• Server and network monitoring
• SOC monitoring
• Perform 1st level troubleshooting on EUC/Server/Network
• Basic POS troubleshooting
• Application troubleshooting
• Event monitoring
• Respond to the incoming enquiries/incident/request (Call, Email, Webchat, EUP, IVR handling)
• Record and manage all issues in Service Management System
• Broadcast notification
• Zscaler L1 troubleshooting and request fulfilment.
• Password reset and unlock.
• Provide timely status update on issues escalated and to close tickets within service level
agreement.
• Ensure daily tasks are executed according to SOP (Standard Operation Procedure)
Technical Skills
• O365
• MS Excel (Pivot, filter, graphs)
• MS PowerPoint
• MS Windows
• Basic Desktop Troubleshooting & Resolution
• Basic Network Troubleshooting & Resolution
• BMC Remedy / ServiceNow
• Cloud Telephony system
Non-Technical Skills
• Good communication skill
• Good customer service skill
• Knowledge of service quality skill
• Knowledge of service level management
• Multitasking skills
• Ability to work in a team.
• ITIL4 Foundation certified.
Experience
• Preferably at least 1 year IT support experience preferably in the IT service desk
environment. Candidates who do not meet the experience required will still be considered if
they can demonstrate proficient technical skills.
Tell employers what skills you haveService Management
Multitasking Skills
BMC Remedy
Artificial Intelligence
Service Level
Telephony
Multilingual
Network Troubleshooting
Service Desk
Windows
Service Level Management
Ms Powerpoint
ServiceNow
Call Center
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