To provide 1st line technical support, answering support queries via phone, email, Chat and Web in specific languages and English.
Analysts will use Cloud Telephony channel with dual Citrix setup for required client environment access.
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
Analysts will support both calls and chats within their standard working hours and met required SLA of speed to answer and abandoned.
To take ownership of user problems and be proactive when dealing with user issues. Maintain a high productivity of 500 contacts a month as a min expectation.
Logging / verifying customer details as per the process followed for each customer.
Identifying the issue and categorizing / prioritize the incident
Creating a ticket in ITSM tool
Referring KB for workaround / resolution and attempting resolution
Strong interpersonal skills are a prerequisite.
Ability to work effectively in a dispersed team and individually.
Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable)
Ticket reassignment to PRGs if ticket unresolved by L1 (where ever applicable)
Routing / Chasing of tickets with other PRGs
Recording trend of calls and identifying outages proactively
Callbacks for customer not reachable cases & customer request
Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation
Creating child tickets and tagging them with problem ticket. Callback the user and confirm resolution (wherever applicable)
requirements-expected :
1-2 years’ experience in a Service Desk / IT Support in a global organization.
Fluency in Dutch, German & English language
Should have knowledge of customer services and managing phone calls/Chats with customers with min B2 and above language competency
Basic knowledge of Active directory, Outlook, Win 10, 11, computer hardware & browsers.
Should agree to work in Shifts as per business requirement.
Should have good logical reasoning skills, Customer Service skills.
Should be a team player & work collaboratively with onsite and offshore team.
offered :
Strong flexible benefits package that you can tailor to your own needs and choose Multisport card, shop vouchers and many others – MyBenefit cafeteria
Premium insurance for medical services for employee and familiar member - Luxmed
Life & Disability Insurance for employees and family members- Generali
Profitable Voluntary Pension Fund
Social Funds benefits: holiday bonuses, allowance for kindergartens, etc.
Integration and cultural events for employees
Reward and recognition program for high performers
Employee Referral bonuses
Relocation assistance - Accommodation, travel and other expenses covered
