Description
Chase Resourcing are delighted to announce the requirement of 10 Proven 1st Line Technical Support Executives for the establishment of a World Leading, Business Critical Customer support team based in Tralee. This is a role with a world leading institution and will offer the successful candidate training to a World Class Level (AWARD WINNING) and will ensure progression to excellence, and strong career progression opportunities.
Responsibilities:
This position is responsible for providing high-end quality customer service to our customers located in North America.
Receive all CSC related calls from external and internal customers via ACD. Manage each request correctly; open a trouble ticket and dispatch efficiently while communicating with the customer to ensure complete satisfaction.
Specific 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:
€25k+