About this role
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
Job Track Description:
• Performs tasks based on established procedures. • Uses data organizing and coordination skills to perform business support or technical work. • Requires vocational training, certifications, licensures, or equivalent experience.
General Profile
• Expands skills within an analytical or operational process. • Maintains appropriate licenses, training, and certifications. • Applies experience and skills to complete assigned work. • Works within established procedures and practices. • Works with a moderate degree of supervision.
Functional Knowledge
• Has developed skillset in a range of processes, procedures, and systems.
Business Expertise
• Understanding of how teams integrate and work best together to support the achievement of company goals.
Impact
• Impacts a team, by example, through the quality service and information provided • Follows standardized procedures and practices with moderate supervision and guidance.
Leadership
• Has no supervisory responsibilities. • Manages own workload.
Problem Solving
• Uses existing procedures to solve standard problems without supervisory approval.
Interpersonal Skills
• Exchanges information and ideas effectively.
Responsibility Statements
• Logs all incident and service request details. • Categorizes and prioritizes codes. • Provides customer service resolution for operational and service-related incidents. • Routes incidents and service requests that cannot be immediately handled. • Manages requests and incident reports from customers. • Determines which CIs are involved in the incident. • Delivers courteous services and is responsible for end-user requests. • Resolves or escalates incidents and requests, as needed. • Updates and validates all incident information. • Obtains additional information from the requester and end-users. • Ensures that incidents are resolved and closed. • Performs other duties as assigned. • Complies with all policies and standards.