Role & responsibilities
Goal
The goal of the GWC is to assist the customer with his request.
The GWC administrators have to ensure that the customer is provided with accurate and timely help.
GWC Administrators are to be the first point of contact for the customers.
Production
Receive requests from partners / end-users.

a. Requests are received via:

i. Phone

ii. Email

iii. FAX

iv. Web

v. Live chat

b. Requests are to be treated in:

i. English or

ii. French of

iii. German or

iv. Spanish

c. In certain cases, the requests in other language to be translated into English.

d. Requests are expected to come in 24 X 7, as ALU is a global organization.
Keep tracking regularly the CRM/ Email Client for requests created from the Internet or through email.
Treat these requests appropriately and provide a correct routing towards the right group that can help the customer.
Process the requests ad provide solution to the customer wherever applicable.

a. Password resets

b. License generation

c. License re-hosting etc.




To treat these requests the Administrators, have to refer to the Automatic Routing Tool or in the absence of the same to the MOPs provided.

The Administrators have to also make use of various Tools web based or PC based to be able to provide the required information / help to the customer.
Administration
The administrators have to handle effectively emails / FAXs, so that the same is not left untreated by the team.
The emails / Faxs have to be archived.
Any hard copies have to be archived as and when applicable.
Knowledge
The Administrators have to be well versed in the ALU business/organization/ process etc.
The Administrators have to have valuable understanding of the MOPs that are provided as a reference.
The Administrators should be able to use conventional PC tools as well as learn to use recent Tools (web-based / PC-based) that are ALU specific.
Soft Skills
The Administ

📌 Spanish Expert Chennai (India)
🏢 Movate Technologies
📍 India