Description
Responsibilities:
This position is responsible for providing high-end quality customer service to our customers located across EMEA regions.
You will receive all CSC related calls from external and internal customers via automatic call distributor. Also you shall manage each request correctly; open a trouble ticket and dispatch efficiently while communicating with the customer to ensure complete satisfaction.
Specifics
- Responsibilities open ticket for each call coming into the CSC.
- Escalate calls to 2nd level in-house desktop technicians as well as our 3rd level support groups.
- Perform basic hardware, workstation and printer, repairs.
- Answer all helpdesk phone calls within 2 or 3 rings.
- Check and respond to all E-mail notifications.
- Check and respond to all voice mail notifications.
- Troubleshoot and provide resolutions on initial contact when possible (Using password management tools, remote desktop, etc.)
- Escalate problems using in-house escalation sheets.
- Provide all necessary information to next level support. (Attachments, screenshots, and all material, which will facilitate troubleshooting.)
- Ensure that all tickets have been properly completed before closing.
- Performing basic MAC orders.
- Must be willing to work some weekends and late nights to support upgrades, changes, etc.
- Must be able to work under pressure.
- Maintain good working relationship with team members and all members of the organization.
- Responsible for providing new scripts and/or fixes into the Problem Tracking System’s knowledge database increasing the level of 1st call resolution.
General Requirements
- Well versed in Microsoft suite of applications
- Windows XP certified.
- Basic knowledge using Active Directory.
- Strong customer service and analytical skills.
- Several years of 1st level Call Center experience.
- Experienced dealing with a high volume of calls and problems reported by high end users.
- Must work well with others, be customer focused, a team player, positive attitude, and have excellent communication skills.
- Must be a forward thinker, always looking to improve existing CSC processes and provide relevant solutions.
Salary:
Top rates paid