Kamil Perkowski

Troubleshoot customer reported problems, identify causes, research and formulate solutions;
Provide consultation, diagnosis, escalation, status reporting and resolution implementation to reported problems;

Investigate issues to determine appropriate methods of resolution. Identify workarounds or requirement for a software fix to reported problems;

Respond to all customer inquiries in a courteous, efficient and timely manner;
Liaise with Project Management, Development and ABB Consultants to ensure the successful implementation of customer projects;

Ensure customer service level agreements are met.

Active monitoring of shared mailbox, telephony queue and ticketing system generic queue and analyzing issues sent by the customer via these mediums.
Registering and examining all issues; evaluating complexity, impact and priority as well as providing detailed description of issue and steps taken.
Giving required support, efficiently and effectively and in accordance with priority, impact and SLA’s.
Escalating problems according to procedures; to the 2nd level support groups.
Ensuring follow-up of all issues: documenting and filling in ticketing system appropriately as well as providing user with information about status and next steps.
Taking decision regarding open tickets, giving feedback on cause of, and solution to user issues.
Managing and reporting completed issues.

To participate as a team member to achieve established maintenance objectives, inter alia by:
Working in close collaboration with colleagues to ensure that service delivery to the customer is of the highest standard, giving support to colleagues.
Working in accordance with Stefanini quality standards, procedures and work instructions.
Reporting on progress, issues and problems to the supervisor; giving suggestions to optimise service offered and work processes
Study and participate in activities to improve knowledge of project‘s specific software and/or products especially through Knowledge Base feedbacks and submissions.