Process Controller (Knowledge Base Processor)

( Other )  Remote (Asia | APAC Time Zone Permitted)

Job Type : Full-Time
Experience : 3 to 5 years
Education : Bachelor Degree

Job Detail

The Process Controller will provide professional assistance to internal support teams and liaise with our customer as required in order to deliver, enhance, and implement related support processes. Processes are focused, but not limited to remote customer support, using industry standard tools and practices. This position works closely with other EUC WaaS Team Leads teams and other leadership staff.


  • Must have experience in technical writing (flowcharting)
  • Able to communicate technical information to both technical and non-technical personnel
  • Must have experience in providing case status updates to management and end-users
  • Must have experience in participating training programs designed to educate customers about basic and specialized applications
  • Amenable to work on night-shift schedule

Duties and Responsibilities:

  • Follows established processes and systems and recommends appropriate improvements to resolve and enhance routine customer service delivery.
  • Gather feedback on documentation/knowledge base articles to improve usability. Documenting processes and actions taken to resolve inquiries
  • Takes ownership for documenting and monitoring adherence to all account related processes
  • Develop, document, and implement standard operating procedures and customer service guidelines relating to Remote Desktop Services support
  • Prepare instruction manuals, how-to guides, knowledge base articles, and other supporting documents to communicate complex and technical information more easily
  • Report on Knowledge Base Metrics
  • Have experience with installing, supporting, and troubleshooting approved computing software
  • Provide guidance on routing incidents and requests in a timely manner to proper support teams as required
  • Provide technical support to customers technical problems involving desktops, laptops, and mobile devices remotely
  • Provide timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel
  • Exercises judgment with defined procedures and practices to determine appropriate action
  • Demonstrates good judgment in selecting methods and techniques for obtaining solutions
  • Responsible for the understanding of company policies, and procedures
  • May participate in development of information technology and infrastructure projects
  • Manage personal work load with minimum supervision
  • Initiate and facilitate discussions regarding customer support
  • Acts as point of escalation as required
  • Take ownership of escalation issues as required
  • Responsible for the implementation of any new processes
  • Acts as a role model and team player being viewed by colleagues as an effective and helpful member of the team, demonstrating personal leadership and initiative
  • Assist with team members supervision in areas concerning the service delivery
  • Ability to work on call after hours if required
  • Review information and trends to ensure that the output of processes are achieving the desired results and that services are meeting agreed upon service levels
  • Maintain a complete understanding of and adheres to all EUC WaaS IT and operational policies and processes
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