Source description
About the role
The Senior Agent-Help Desk is the expert for all applications, hardware, and processes specific to each client supported. He/she is involved in production work and quality assurance processes performed in English and Danish over various communication channels, including but not limited to: telephone, e-mail, chat, social media, etc.
Principal Responsibilities:
Provide comprehensive service desk support services, to support customers within the Service Level Agreements;
Take all steps to troubleshoot reported issues and resolve or escalate to the appropriate level of competence;
Use all available Knowledge Management Tools during the call;
Take all necessary steps to ensure customer satisfaction.
Organize and utilize all support resources provided including emails, documentation, contact lists, etc. to provide high quality of customer service.
Assist the Team Lead in the mentoring of the service desk agents
Perform Quality Checks as directed by Team Lead and Operations Manager
Education/ Experience
High school degree is a must
BA or higher degree preferred;
Microsoft Certified Professional certification is considered a plus.
At least 6 months of experience on an Agent Help Desk position or a similar one.
Very good written and spoken command of English and Danish at C1 level
Team work and ethics
Technical skills and knowledge including but not limited to: MS Office, Internet applications, Windows Operating Systems
Job type: Contract Division: eTeam Workforce Limited Reference: 22-02063
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