Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD
Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
Routes the enquiries to Resolver Groups as appropriate
Re-routes misdirected calls
Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures
Provides status and updates on tickets to authorized users
Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
Makes recommendations for updates to the KB database
requirements-expected :
0-2 years’ experience in a Service Desk / Customer service in a global organization
Should have knowledge of customer services and managing phone calls/Chats with customers
Fluent in Hungarian and English
Basic knowledge of Active directory, Outlook, Win 10, 11, computer hardware & browsers
Should agree to work in Shifts as per business requirements
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 family members- 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
Reword and recognition program for high performers
Employee Referral bonuses
Relocation assistance - Accommodation, travel and other expenses covered
Friendly and chill atmosphere and company culture
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, marital status, age, ethnic and national origin, sexual and political orientation and disability status, or any other characteristic protected by law
