Dulce Baptista de Araujo

1. Accountability - Follows all relevant procedures, processes, and policies.

2. Communication - Clearly communicates, and listens to feedback on, changing priorities and procedures.

3. Creativity   and Initiatives - Proactively develops new ways to resolve problems.

4. Professionalism - Display masters subject matter related to responsibilities.

5. Teamwork - Actively contributes to an effective, collegial, and agreeable team.

6. Provide first level contact and resolutions to customer issues.

7. Properly escalate unresolved queries to the next level of support.

8. Track,route and redirect problems to correct resources.

9. Update Customer data and produce activity reports.

10. Walk Customers through problem solving process.

11. Follow up with customers, provide feedback and see problems through to resolution.

12. Utilize excellent customer service skills and exceed customers' expectations.

13. Ensure proper recording, documentation and closure.

14. Recommeded procedure modifications or improvements.

15. Preserve and grow your knowledge of helpdesk procedures, products and services.