Michal Medrek

• Managing high priority calls from the moment logged until call closure between the client and support team
• Real Time & continuous follow-up with global support teams for Critical incident resolution
• Manage and coordinate activities during overall ticket life cycle
• Chair bridge calls for effective coordination, incident resolution, service restoration
• Creating various reports and handovers to the client and management
• Coping with the escalations from the client’s and infrastructure service delivery management’s end
• Responsible for sending all Incident notifications as per agreed process
• Contribution to ongoing process & operational improvements
• Ensure Incident Time line Report is created immediately after resolution
• Contribution to ongoing process & operational improvements

• Delivering a first class, professional customer care.
• Being the first point of contact with the customer.
• Recording and classifying all incoming incidents with the appropriate priority, category and incident summary details.
• Dispatching all tickets accordingly
• Remote assistance in fixing application issues

• Providing information from thematic range of service. Mainly trying to reach the demands of the clients with the best offer of cable television, broadband internet, and digital telephony services.
• Managing with user’s emails, telephones, and faxes to provide the best service for the client to be satisfied with help and support. Constant co-operation with the client.