Description
Remote role based anywhere in Poland
Role Purpose
As a member of Service Operations, your role in the delivery of high-quality technical support for the business and the customer whilst delivering exceptional customer satisfaction and a personalised service is vital. This position itself requires troubleshooting, problem-solving and technical skills using various diagnostic tools. In addition, strong inter-personal skills are required to guide customers through situations, providing the customer satisfaction. This may often be under challenging conditions.
Key Responsibilities
Receiving and responding to incoming customer calls, applying First Time Fixes wherever possible. Monitoring and progressing incoming emails and progress to the relevant Service Area when required. Assess, Troubleshoot and Resolve all End User Computing issues using known troubleshooting methodologies Resolve Standard Service Requests related to End User Computing Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department Work with colleagues/team members to answer incoming calls, raise cases and act as an overall first point of contact to end users