Benjamin Matis

Providing Support to Value Added Services (VAS) clients as follows: Single-Point-Of-Contact for all operation or tactical issues Assistance in coordinating ad-hoc project management (e.g. version release planning, specific deployment, etc) Advocacy within Taleo for prioritizing incident management and resolution, assistance on escalation requests Regularly scheduled incident and operational review calls Delivery of regular SLA, health and activity reports

Provide a memorable customer experience with every customer contact, ensuring the professional handling of every service request Provide telephone and email support to internal and external customers Perform efficient incident management while maintaining support quotas Understand and assess customer-reported issues to determine prioritization Serve as an internal knowledge resource for other members of the Taleo organization Analyze and validate issues transferred to R&D

Leading complex, multi-vendor issues (keeping contact with vendors' representatives, hosting technical bridge calls) to ensure fast resolution Solving long lasting, re-occurring problems (finding the real root cause and making sure it's eliminated avoiding reoccurrence) Creating process documentation for the Helpdesk in case new products or services are accepted under the support model Resolving escalations, severity 1 & 2 incidents, emergency situations Coordinating Helpdesk activities ensuring that pr