Customer Service Advisor with Italian & English

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Employer: Capgemini Romania
Domain:
  • Customer Support - Client Service
  • Telecommunication
  • Job type: full-time
    Job level: Student/Graduate
    Location:
  • Iasi
  • Updated at: 11.07.2015
    Remote work: On-site
    Short company description

    Why we’re different:

    At Capgemini, we help organizations across the world become more agile, more competitive and more successful. Smart, tailored, often ground-breaking technical solutions to complex problems are the norm. But so, too, is a culture that’s as collaborative as it is forward thinking. Working closely with each other, and with our clients, we get under the skin of businesses and to the heart of their goals. You will too.


    Capgemini is proud to represent nearly 130 nationalities and its cultural diversity. Our holistic definition of diversity extends beyond gender, gender identity, sexual orientation, disability, ethnicity, race, age and religion. Capgemini views diversity as everything that makes us who we are as an organization, including our social background, our experiences in life and work, our communication styles and even our personality. These dimensions contribute to the type of diversity we value the most: diversity of thought.


    Requirements

    - Fluency in Italian & English,
    - Excellent verbal and written communication skills,
    - Professional telephone manner,
    - Basic experience in MS Office, MS based applications,
    - Basic technical support experience an advantage but not necessary,
    - Flexible, well-motivated team player, ability to work under pressure,
    - Available to work in shifts.

    Responsibilities

    - Providing a first point of escalation for the team in respect of technical support,
    - Problem monitoring, resolution and escalation,
    - Day to day ticket management,
    - Verification of priorities and data contained in the ticket,
    - Ensure that the process and procedures described in the Help Desk manual are followed,
    - Ensure that automatically populated data in the tickets is correct and correct any errors,
    - Update data bases to maintain their accuracy,
    - Perform symptom analysis on incidents to determine next course of action,
    - User account administration (AD, RSA, New Joiner process),
    - Participation in meetings with support teams,
    - Ensure that all of the terms and conditions specified in the Service Level Agreement are followed,
    - Distribution of workload amongst 1st line analysts (on-hold incidents, mailbox),
    - Providing training for new joiners,
    - Support for VIP users,
    - Backlog Management (2nd Line Backlog),
    - Mailbox archive.

    Other info

    Benefits:
    - Attractive salary package;
    - Meal tickets;
    - Health insurance;
    - Foreign language courses, trainings, certifications and tuition fees reimbursed by Capgemini;
    - Team building events;
    - Taxi vouchers;
    - Regular performance assessments - twice a year;
    - Significant development opportunities within the company.