Global Support Job Description
Global support
provides second level support including remote troubleshooting, investigating, diagnosing and solving computer configuration, software, system and network issues.
Global Support Duties & Responsibilities
To write an effective global support job description, begin by listing detailed duties, responsibilities and expectations. We have included global support job description templates that you can modify and use.
Sample responsibilities for this position include:
Work directly with the Global Support departments on a monthly basis to review expenses and confirm list of future commitments
Be part of an transformation team driving change on projects across the Global Customer Operations portfolio
Assist Change Management team with developing communications, implementation plans, and engagement of stakeholders in support of transformational change efforts
Help present transformation plans at stakeholder meetings, if possible
Provide customer service to our clients on inbound phone calls
Transfer customer calls to appropriate employees, identify, research and resolve customer issues in a timely fashion
Be involved in mentoring, quality control and idea generation
Work must be performed from Hyderabad location
Delivery of superior-level service to end-user customers, and functioning as point-of-contact for escalated issues to ensure appropriate response and focus of support teams
Regularly participating in strategic planning discussions to provide insightful ideas on process improvements and customer service delivery
Global Support Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Global Support
List any licenses or certifications required by the position: ITIL, PMP, SAP, MCSE, HR, HDI, COPC, MCP, DMAIC, CPSM
Education for Global Support
Typically a job would require a certain level of education.
Employers hiring for the global support job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Communication, Associates, Networking, Technical, Engineering, Computer Science, Education, English, Electrical Engineering, Business
Skills for Global Support
Desired skills for global support include:
Church meetinghouse technology
Computer hardware
Locating IP
Network troubleshooting
TCP/IP addresses
VPN software
Supporting remote users
APS community
Computer system
Effective classroom management techniques
Desired experience for global support includes:
JAVA background
Design, develop and manage system recovery
Fluent in Japanese & English, both written and spoken
High energy level and teamwork
Strong communication skills, well-organized and efficient computer skills
Licensed to carry on JSDA Class-2 Sales Representative (Qualification)
Global Support Examples
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Global Support Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of global support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for global support
- Interacting with regional and corporate management on matters between functional areas or customers and the company
- Tracking, monitoring and reporting on department operations, and closely manages critical customer accounts to develop path to issue resolution
- Monitoring both the Virtual Call Center and Salesforce to ensure support engineers are following the call priority flow and maintaining an available phone status, documenting the issues well, and following cases through to efficient and effective resolution
- Assigning and managing projects based on new product releases, call related issues and/or training needs within the organization
- Integrate the KCS methodology into the diagnostic, resolution and documentation phases of casework
- Engage with the direct team in achieving its objectives
- Define and Monitor support KPI’s and SLA’s as part of the daily operation
- Engage and present the support strategy to clients and relevant external stakeholders
- Define new support offerings to match client needs and increase support deliver efficiency
- L2 Ticketing Support and documentation
Qualifications for global support
- Intermediate proficiency in Excel, pivot table knowledge a plus
- Able to manage relationships at the individual contributor, Team Leader and Manager level
- Minimum 3+ years experience in software and hardware
- Must have bilingual fluency in Spanish / English
- Working shifts for both centers include Monday – Friday (40hrs), Sunday – Wednesday and Wednesday - Saturday (12 hrs.-12 hrs
- Knowledge of finance and planning tools
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Global Support Job Description
Job Description Example
Our growing company is looking to fill the role of global support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for global support
- Issues reproduction on lab premises
- Support on alarm report retrieval/analysis
- Troubleshooting, debug and Trace and escalation to L3/4
- Provide Tier 1 Helpdesk Support via Chat, Phones, CRM and around the site with a professional and approachable manner, resolving problems to client satisfaction
- Working Helpdesk tickets from a queue, responding quickly and effectively, following up with clients to ensure successful resolution
- Work to KPI’s and help deliver a quality, seamless support experience
- Participate in Knowledge creation and sharing - helping knowledge have a place to live!
- Proactively identify process gaps, be comfortable making suggestions for improvement in service and openly participate in team discussions
- Assist with Local IT projects, walk ups, install, test and configure new hardware
- Work with escalation support teams to Report problems in a timely manner
Qualifications for global support
- Current college student or recent graduate student with a continued strong interest in transformational projects and the people side of implementations and change
- Experience in a fast-moving, rapidly evolving work environments
- Excellent written and oral communication skills with the ability to synthesize multiple viewpoints
- Independence and motivation to learn new skills
- Must be currently enrolled at an accredited four-year university
- Excellent communication and interpersonal skills in order to build and develop strong relationships with international territories
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Global Support Job Description
Job Description Example
Our company is looking for a global support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for global support
- Highly self-motivated and be a self -starter
- Actively lead duties and tasks to obtain business objectives and goals in the domains
- Manage the recruiting risk/controls for the regional team
- Assist in identifying support system impacts based on engineering redesigns and changes
- Assist in developing repair level analysis and/or scheduled maintenance programs
- Review system usage data to identify failure or consumption trends to assist with determining operations/maintenance tasks
- Develop, collect and store supportability data elements for all aircraft systems and their components based on changes to baseline design
- Provide support on a rotating schedule through weekends helping provide cover for holiday and or sickness cover
- Responsibilities include preparation and submission of performance (Volume Submission) and quality metrics (Issue Log by businesses), reports
- Work directly with management to continue our support strategy for efficiently delivering world-class service to customers, partners and employees
Qualifications for global support
- 4-7 years experience in production support at a leading financial institution
- Middle/Back Office production support experience, specifically in the Fixed Income space
- Strong experience of working within Unix/Linux environments
- Advanced knowledge in shell scripting and Perl
- Advanced knowledge of Sybase Transact SQL, Stored Procs, SQL 2014
- Minimum 2 years’ experience of working in an IT support environment/technical background
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Global Support Job Description
Job Description Example
Our growing company is looking to fill the role of global support. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for global support
- Day to day management of 3rd party support partner relationships
- Work with management to create the best organizational structure to support long-term global support needs
- Fully leverage and build off the SalesForce, workforce management and contact center telephony systems instances to manage the day to day operations and assess, and develop new technology-enabled strategies and solutions that help us better support our customers and scale for growth
- Develops and implements standard operating procedures and practices to enhance and measure the effectiveness and performance of the support functions
- Build cross-functional process to manage customer issues including issue triage, working cross functionally across sales, product, development, finance and marketing teams
- Recruit, train, mentor, motivate, and supervise team members in the achievement of team objectives
- Continuously evaluate SLAs and adjust tracking and measurement accordingly
- Drive continuous service improvement based on quality metrics and customer feedback
- Recommend enhancements to our products and services to fulfill customer needs, and work with other functions to refine and implement those changes
- Work closely with Professional Services lead to ensure seamless alignment and execution between support and services
Qualifications for global support
- Maximo (ISM/SCCD/ICD) Administration / Implementation – will be a big asset
- WebSphere Administration – will be a big asset
- Understanding of ITIL (ITIL Fundamentals certificate will be an asset)
- Participating in meeting and discussions with Simplification team and start working on different simplification projects
- Preparing user manual/ training materials for FCM users how to use the tool and provide support to the new joiners
- Implementing all the new requirements and tools linked to the project
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Global Support Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of global support. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for global support
- Responsible for rolling up sleeves’ and taking on day-to-day tasks, providing additional support where necessary to deliver world-class customer service in a highly entrepreneurial environment
- Department management including staffing, training, performance management and career development of associates, and developing and monitoring department goals
- Analyze, interpret and evaluate the annual SWIFT Standards Release Guide Updates across the impacted transaction types and the respective business lines, application and operating environments
- Is responsible for the development and execution of new functionality testing, revised capture and/or outcome capabilities required in implementing the annual, mandatory Standards Release by industry-wide deadline date
- Reduce operating costs and develop scale and capacity - make recommendations responsible for the delivery of improved automated operational processes & messaging enhancements aimed at reducing risk / operating costs and developing scale for Settlements, Entitlements, Cash & FX processing functions
- Analysis of and subsequent recommendation of tools and solutions to improve STP, lowering manual intervention and associated mitigating operational risk in the Settlements, Entitlements, Cash & FX processing functions
- Act in a SME capacity, being the primary gate for all SWIFT standards based matters for RBCI&TS Trust, including responsibility for onboarding, managing and delivering all SWIFT related initiatives for I&TS Trust
- Define business requirements and facilitate development and implementation with business and IT Stakeholders
- Work with clients and their requests to leverage additional components of the ISO data dictionary ensuring clear requirement definitions, accountability for the development and testing of new functionality to deliver client solutions, on time and within budget while remaining compliant with market practices, regulatory rules and guidelines
- Prioritize, classify, answer and close after sales support and warranty cases
Qualifications for global support
- Ongoing studies in Business IT/Business Management or similar
- Good problem solving, communication and coordination skills
- Able to deliver tasks accurately and have good time-management
- Strong knowledge of Excel, Power Point and VBA
- New Hire Training (on boarding, etc)
- Technical support development (deepening knowledge in areas of opportunity for seasoned SREs such as Hyper-V and KVM and also applications such as SQL)