Source description
About the role
The service desk agent is responsible for resolving customers’ requests for assistance on standard commercial and proprietary software and hardware applications in Danish over various communication channels, including but not limited to: telephone, e-mail, chat, self-service requests, etc. Core requirements for the service desk agent role are consistent customer care, maintaining high quality standards, timely reporting of incidents, ability to quickly adapt to changing priorities and fluctuations in workflow.
Principal Responsibilities:
Provide comprehensive support services to 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
Link knowledge articles to tickets in the CRM system
Take all necessary steps to ensure customer satisfaction
Experience / Education
High school degree
BA or higher degree preferred
Microsoft Certified Professional certification is considered a plus
Service Desk, computer support, or customer service experience preferred
Skills & Competencies
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Excellent written and spoken command of Danish
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Very good written and spoken command of English at B2 or above level as per the Common European Framework of Reference for Languages
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Excellent Customer service
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Adaptability towards fast pace working environment
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Ethics and Team work
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Excellent verbal and written communication skills
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Technical skills and knowledge including but not limited to: MS Office, Internet applications, Windows Operating Systems.
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Job type: Contract Division: eTeam Workforce Limited Reference: 22-01941
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