Service Desk Agent

Help Desk is responsible for resolving customers’ requests for assistance on standard commercial and proprietary software and hardware applications in English and other languages over various communication channels, including but not limited to: telephone, e-mail, chat, social media, etc. Core requirements for the Analyst - Help Desk’s role are consistent customer care, maintaining high quality standards, timely reporting, ability to quickly adapt to changing priorities and fluctuations in workflow.

Principal Responsibilities: (Essential Function)

Interaction Handling · Provide comprehensive support services, to support center 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.

Interaction Logging · Create and submit detailed case logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key logging components. · Confirm and update customer profile information as needed.

Escalation · Promptly notify management of any potentially “dissatisfied” customers; · Follow all documented escalation procedures, including issues requiring 3rd party intervention.

Open/ Resolved Cases Handling · Follow all documented procedures to handle open and resolved cases including but not limited to performing outbound interactions with customers.

Knowledge update · Maintain technical proficiency in all hardware and applications utilized by clients supported · Participate in all company organized training events · Contribute current technical information and best practices concerning proprietary applications to the C3i knowledge management system or other knowledge distribution channel · Organize and utilize all support resources provided including emails, documentation, contact lists, etc. to provide high quality of customer service.

Other responsibilities · Perform back office assignments (closeout work, system administration etc.) · Perform special projects as assigned by management · Participate in client events, as appropriate (resource on site, client training, etc.)

Working Relationships · Subordinated: Directly reports to the Group Operations Manager of the account and the management team · Functional: Works closely with the Senior Analyst-Help Desk, Specialist-Help Desk, Supervisors and the management team · External: Maintain excellent relationship with the client and end users.

Job requirements:

Education/ Experience

· High school degree; · BA or higher degree preferred; · Microsoft Certified Professional certification is considered a plus; · Call center, computer support, or customer service experience preferred

Shift Schedules:

· Adhere strictly to shift schedule. Timeliness is a key requirement. · Punctuality & Flexibility to changes in shift schedules

Skills & Competencies

· Very good written and spoken command of English; · Very good written and spoken command of foreign languages different from English at B2 or above level as per the Common European Framework of Reference for Languages will be considered an advantage. · Following processes and procedures according to the work standards · Excellent Customer service · Stress management · Adaptability towards fast pace working environment · Ethics and Team work · Time Management and Prioritization · Excellent verbal and written communication skills · Personal productivity · Technical skills and knowledge including but not limited to: MS Office, Internet applications, Windows Operating Systems

Job type: Contract Division: eTeam Workforce Limited Reference: 21-06289