Description
Reference No: 915464NCIndustry: Pharmaceutical
Location: Basel und Region
Starting date: ASAP
Duration: Till
Workload: 100%
Introduction:
Since its founding in 1997 ITech Consult AG has expanded its network of freelance IT continuously. Today we have access to over 30,000 reported IT specialists (developers, system specialists, project managers, supporters, etc.) So we are able to present computer science professionals with the required profiles in a short term.
Main Accountabilities:
-Act as Single Point of Contact for end-users, providing customer focused support through Live Chat for incidents and requests, including:
- 1st level support through Live Chat for our client's Common Office Environment (Windows 7/10, Office , Mac) and standard Business Applications, key services (e.g. Remote Access), hardware (e.g. laptops, desktops, smartphones, tablets and printers) and infrastructure (e.g. LAN, WLAN)
- Perform proactive ticket monitoring, updating owned tickets with latest status (pending, closed, resolved) and informing user accordingly.
- Dispatching of Incident & Service Request Tickets according its content.
- Receiving of incoming incidents and requests through Chat, recording tickets and resolving them in an adequate time frame, ensuring expected customer satisfaction.
- Maintaining communication links with the end user, keeping them informed of status where First Contact Resolution is not possible.
- Contributing knowledge to the Knowledge DB.
- Act as a super user for the Live Chat platform, e.g. setting up canned responses, provide training, share experiences.
Required Qualifications:
- 3+ year experience as a professional Chat agent
- Excellent typing, multitasking ability and written grammar skills in German and English
- Outstanding customer service focus
- ITIL Certification is a plus
- Experience in Pharma or related Business area is a plus
- Understand the metrics behind chat (CSAT, NPS, ART)
- Knows the appropriate usage of canned messages
Note:
- Ticket system is HP Service Manager
- Live Chat platform is LiveEngage