Profile title: Internet Hotline Operator
| Summary statement: | The Internet Hotline Operator provides user support. Hotline operators can also work on customer relationship (accounting, payments, etc.). |
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| Mission: |
To quickly and effectively receive, interpret, analyze and process requests and issues from customers or users of a product or system, by means of email, chat, telephone (including VOIP services such as Skype) or other forms of communication. |
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| Responsibility: | - The timely provision of constructive responses to client requests for support. - Analysis of client issues, accurate interpretation for technical analysis, and providing solutions. - Feed knowledge from the support tickets into knowledge databases to support community collaboration tools and internal knowledge sharing. |
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| Deliverables: | Accountable |
Contributor |
• Issue tickets. • First level support. |
• Resolved issues. • Knowledge databases. |
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| Main task/s: | • Responding to customer enquiries via telephone, chat or email. • Processing of resulting issue tickets. • Escalating issues to second line support. |
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| Environment: | Usually works in a team of operators and reports to a team leader. |
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| KPI’s: |
• Response rate. • Tickets closed. • Requests solved. • Requests solved first time. • Requests responded to without escalation to second level support. |
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This profile has been generated by the EQF i-Serve project, and is based on the e-Competence Framework of CEN. The EQF i-Serve project aims at helping training organizations to develop trainings that correspond to the needs of the industry and are based on emerging knowledge, skills and competences description standards that guarantee comparability across Europe.
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