Trainings for Service Specialists

The Service Specialists serve as the first point of contact for the consumer. Capturing the entirety of the problem the end-user is experiencing, responsible for creating, capturing and classifying service calls, logging the information and providing an initial support and seamless communication in the local language of the end-user. The Service Specialist is generally providing end-user support based on knowledge articles and professional experience with similar inquiries via phone, chat and portal by troubleshooting, checking KM, checking internet, and consulting Technical Support Specialists or assigning tickets to responsible agile product teams where needed and to close the ticket after the inquiry is satisfied. They track and ensures that the ticket is progressing as expected (E2E ownership). The Service Specialists also constantly exchange with the product teams, to understand new technical capabilities, address gaps in knowledge articles, getting / providing feedback about the support process and the compliance to it, hence a comprehensive approach how to best collaboratively support end users.

Foundational