Support Analyst First Line Agent (with ENGLISH)

Responsibilities

· Interact with customers via telephone, e-mail and the web, providing technical support and problems solving abilities.

· Identify, evaluate and prioritize customer problems and complaints.

· Analyze customer problems and formulate plans of resolution.

· Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly.

· Evaluate new services, processes and technologies introduced at the helpdesk.

· Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements

· Work with departmental staff to promote, develop, and maintain strong customer service values.

· Escalate unresolved issues to support leads, designated (Client) service group.

Job Requirements

· Mandatory languages: English

· Basic PC Skills

Good communication skills

Availability to work in shifts: 7x24 (40 hours per week - 5 days per week)

Advanced experience in Organization Development: Service Orientation, Insight, Proactive Cooperation

Basic understanding of the principles, theories, and practices of group dynamics and/or team development

Basic Business Development:, Results Focused, Initiative

Customer-oriented

· Experience: No specific experience is required (initial training)