Description
Set up of new call centre for Global client:
- Provide IT Service Desk support to external customers and users
- Receive, document and track all incoming customer/user calls for immediate Remedy and closure
- Utilize computer and database information to update incident status
- Serve as the single point of contact (SPOC) for incidents, including owning the call through closure
- Provide timely IT service desk support to contracted clients
- Use defined procedures for responding to customer calls
- Collect information from caller and document data elements in designated tool
- Maintain records of all calls from customers using designated Service Management tool
- Provide detailed documentation of all steps involved in resolving customer issues
- Escalate issues to the appropriate department and personnel
- Investigate, examine, troubleshoot and solve hardware and software issues quickly
- Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers
- Provide support and instruction for client products
- Perform all procedures based on Standard Operating Procedures (SOPS) with associated testing
- Update knowledge base for all clients
- Unlock and reset passwords for user accounts
- Resolve issues for clients using designated remote access tool
- Ability to have flexible schedule to assist in responding to emergency support issues and situations
- Other duties as assigned
- Arrive in time to be ready to begin work at start of scheduled shift
- Maintain clear and concise communication with both the client and supervisor
- Report any issues to immediate supervisor in a timely manner
- Keep calls to a minimum (if possible) to allow for timely closure and avoid delays
- Work entire shift without any unjustified interruptions
- Perform any extra duties that may arise requiring attention
- Must be flexible with schedule as overtime is sometimes required
Candidates with the following languages (must also have English) preferred as dealing acrosss Europe:
Spanish, Dutch, German, Bulgarian, Czech, Danish, Estonian, Hungarian, Latvian, Lithuanian, Romanian, Slovak, Slovenian, Swedish, Norwegian
Huntress does not discriminate on the grounds of age, race, gender, disability, creed or sexual orientation and complies with all relevant UK legislation. PLEASE NOTE! You should make yourself aware of how immigration laws apply to your situation before applying for any jobs. We are acting as a Recruitment Agency in relation to this role.