SSR Coordinator

This role will require the successful candidate to work full time hours
This role is Hybrid working

Key responsibilities:

- Customer focus, result-orientation, teamwork, logical thinking, leadership behavior, problem-solving and proactive posture are some of the softskills needed for the role.                             
- Proactive identification, isolation and resolution for Admin SSRs (simple service requests), always focusing on right first time resolution.

- Communicate with partners and internal/external resolver groups in order to align and progress customer needs and requests.

- Providing customer support in English, responding to customer requests and contacts within different plataforms.                                    

- Customer communication in all levels to ensure updates about progress of requests.        

- Ensure quick response to SSRs and customer inquiries and internal BT groups.                        
- Provide support for incidents management if needed.

- Acknowledge, update and closure SSRs following all steps of the change according to ITIL best practices aiming to resolve them on SLA target time. 

- Provide support to other teammates when needed in order to ensure that requests are being performed as expected and within SLA target time.