Incident Management Associate with Turkish

Job description

- Managing customer and internal engineer escalations while working closely with the Service Delivery Manager.
- Overseeing the reactive landscape end to end and managing any support bottlenecks to ensure smooth progression and inform key stakeholders as required.
- Creating and reviewing Incident Management reports in order to deliver business insights through incident categorization and trend analysis.
- Identifying opportunities for proactive services in order to reduce the frequency and duration of incidents.
- Collaborating with the Critical Escalation Team on any escalations related to customer critical incidents.
- Sending monthly and weekly summary reports of Customer Support usage directly to customers, including details of current status.
- Providing weekly reports of sensitive cases and escalation activities, carried out for review with the Service Delivery Manager.
- Advocating and being customer-centric when engaging internally and externally to drive progression of incidents.
- Using the appropriate escalation routes and tools to ensure the service is delivered in a timely way and at a relevant and accurate standard.
- Participating in team meetings, discussions and other activities in order to share information and support the EMEA Services Team by promoting teamwork and collaboration through a positive attitude.

Desired profile

Qualifications :

- Fluency in Turkish and English, both written & spoken;
- Proficient in relevant computer applications (internet Explorer, Outlook usage, Microsoft Office);
- Verbal and written communication skills;
- Active listening skills;
- Detail-oriented and analytical;
- Positive ‘can-do' approach;
- Problem solving and analysis;
- Customer service orientation.