To offer 1st level IT support to contracted customers
To help end-users by acting as a SPOC in resolving and/or addressing their IT issues and queries
To provide support through email, chat, ITSM tool or phone
To support our customers in the respective contracted languages
To maintain and/or improve customer satisfaction by providing consistent support in relation to the issues presented
To use and help improving the processes and procedures made available via the Knowledge Base documentation and other work rules or instructions and to efficiently search, identify and use valid solutions from any available sources
To constantly monitor and escalate the issues, in accordance with the company processes, to ensure a high degree of customer satisfaction
Responsibilities:
Deal with software and connection-related issues Deal with common IT (software/hardware) issues and queries
Use automated diagnostic programs to solve network programs
Use helpdesk software to call with descriptions of issues, progress, and solutions
Escalate complex cases to other parties, internal or external
Provide 1st line technical support to customers taking inquiries by phone, ticket, chat and email
Troubleshoot basic computer related problems. Single point of contact for resolving customer issues related to the company's services in an SLA-based environment
Interact with customers in inbound and outbound channels, through good relational and communication skills aimed at increasing customer satisfaction
Escalate different cases to other specific solver groups
Provide accurate and creative solutions that meet pre-defined quality measures
Supporting a client by identifying issues raised, then responding, escalating as required, or liaising internally to ensure client enquiries are answered and resolved within agreed time guidelines
Requirements:
Good command of English
Effective communication with clients at every level
Ability to find creative solutions to problems.
An interest in the world of IT
24/7 availability preferred
The ability to work well with others and alone if needed.
Analytical thinking skills
To be thorough and pay attention to details.
Excellent verbal and written communication skills
To be flexible and open to change
To be able to use a computer and the main software packages(O365) confidently.
