CBA Tech Café Agent - #7524154

Job Summary

The CBA Tech Café Agent plays a pivotal role in ensuring smooth operations and resolving CBA post migration issues. The role is responsible for handling various tasks including incident management, post-migration checks, and participating in war room sessions. The ideal candidate will possess strong analytical skills, exceptional attention to detail, and excellent communication abilities to provide effective support to our customers.

Responsibilities

• Receive and process incidents submitted through the CBA Tech Café form.
• Follow up with respective users to notify them of next steps or resolution status, ensuring clear communication and user satisfaction.
• Troubleshoot technical issues reported by users and provide appropriate solutions.
• Maintain detailed documentation of incidents and resolutions for future reference.
• Perform post-migration checks.
• Identify and flag any issues encountered during post-migration checks to facilitate timely resolution.
• Proactively drive issue resolution through ticket war room approach
• Conduct assessments of assigned tickets and follow the established process to achieve resolution within defined timelines.
  
  

Education & Experience Recommended

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience in a technical support role or similar position.
• Strong understanding of IT systems, software applications, and troubleshooting methodologies.
• Proficiency in ticketing systems and incident management tools.
• Excellent communication skills, both verbal and written.
• Ability to work effectively in a team environment and collaborate with cross-functional teams.
• Strong problem-solving abilities and attention to detail.
  
  

Preferred Certifications

• Certifications in ITIL, CompTIA, or relevant areas.
• Prior experience in a customer-facing support role.
• Familiarity with post-migration processes and checks.
  
  

Knowledge & Skills

NA

Cross-Org Skills

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity
  
  

Impact & Scope

• Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.
  
  

Complexity

• Responds to moderately complex issues within established guidelines.
  
  

Disclaimer

• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.