Your field of responsibility
The Chat & Voice - End User Support Specialist is responsible for supporting customers on all end user devices related IT requests & Incidents. Incidents and requests will be coming from end users via Voice & Chat Channels.
A set of tools will be provided to interact with clients via each support channel and Support Specialist will be trained in operation and administration of the Credit Suisse tools. High level of client communication as well as solid team-player skills set.
- Handling of Real Time Chats and Voice calls to resolve end user’s incident and requests
- Handling the end users based on their service tier priority
- Manage and prioritize all chats/voice calls arriving in the Chat/voice queue, either resolving them directly or re-assigning them to other support teams as required
- Provide all internal clients with a dedicated, positive and efficient service at all times.
- ITSM Focus on high-quality incident data, recorded into ITSM incident booking system.
- Manage production incidents from inception to resolution
- Adherence to process and procedures to maintain quality and professionalism.
Your future colleagues
The Bank User Support Service & Bank User Branch Support team provides End User Support to all Credit Suisse Staff and Technology users via a variety of different Support Channels with an aim that our bank users receive quality voice, chat, offline resolution and onsite support based upon their chosen support tier.
The department values Diversity and Inclusion (D&I) and is committed to realizing the firm’s D&I ambition which is an integral part of our global cultural values.
Your skills and experience
To excel in this role, you should possess
Bachelor’s degree or equivalent work experience.
1 - 2 Years of experience in Desktop Support
In-depth and excellent support knowledge of Virtual Machines, Thin Clients, Windows 10, MS Office, IE applications
Strong working knowledge on MS Office suits & preparation of Power-Point presentations
ITIL v3/4 foundation and Microsoft Windows Certification preferred
Proficient in analytical skills to solve incidents
A focus on high quality delivery and continuous improvement of systems and processes
Ability to recognize priorities and handle client’s expectations
Demonstrate a high level of customer focus and empathy.
Can remain calm in high pressure and/or difficult situations
Analyze and resolve problems with minimal supervision
Dedication to fostering an inclusive culture and value diverse perspectives
Your new employer
Find a new home for your skills, ideas, and ambitions. Credit Suisse offers you the ideal environment to progress your career, attractive benefits and excellent training.
We are a leading wealth manager with strong global investment banking capabilities founded in 1856. Headquartered in Zurich, Switzerland, and with more than 45,000 employees from over 150 nations, we are always looking for motivated individuals to help us shape the future for our clients.
Credit Suisse is an equal opportunity employer. Welcoming diversity gives us a competitive advantage in the global marketplace and drives our success. We are committed to building a culture of inclusion with a deep sense of belonging for all of us. We will consider flexible working opportunities where possible. Our bank provides reasonable accommodations to qualified individuals with disabilities, as well as those with other needs or beliefs as may be protected under applicable local law. If you require assistance during the recruitment process, please let your recruiter know.