Administrator - Access/Rights Management Tool, Microsoft Windows

Job Summary

The Global Account Administrator plays a crucial role in ensuring seamless support and operations within the organization. This position focuses on independently resolving customer tickets, providing on-call support, and conducting root cause analyses to enhance customer satisfaction and operational efficiency.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Global Account Management And Windows Pc Support, Ensuring Compliance With Company Policies.
2. Provide On-Call Support For Escalated Issues, Utilizing Analytical Skills To Perform Root Cause Analysis And Develop Effective Solutions.
3. Contribute To Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Hires, And Coaching Analysts To Improve Team Performance.
4. Independently Resolve Customer Tickets Within The Agreed Service Level Agreements (Sla) For Ticket Volume And Resolution Time, Ensuring Timely Responses And Solutions.
5. Enhance Customer Experience And Customer Satisfaction (Csat) Metrics By Achieving First Call Resolution And Minimizing Rejected Resolutions Or Reopened Cases.

Skill Requirements

1. Proficiency In Global Account Management And Windows Pc Support.
2. Strong Problem-Solving Skills And The Ability To Conduct Root Cause Analyses.
3. Familiarity With Ticketing Systems And Customer Support Best Practices.
4. Excellent Communication Skills To Ensure Effective Interaction With Customers And Team Members.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable For This Role