American Company - Service Desk Agent with French

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Employer: VON Consulting SRL
Domain:
  • Customer Support - Client Service
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • BUCHAREST
  • Updated at: 05.12.2016
    Short company description

    VON Consulting is an HR Consultancy company, providing solutions and services in the following areas: recruitment and executive search, personnel leasing, payroll, administration and training.

    Requirements

    - Excellent verbal and writing skills in French (C1 or higher);
    - B2 or higher English language skills;
    - Analytical and quick learning skills;
    - Familiar with Windows environment and MS Office Suite;
    - Any University degree is considered an advantage;
    - Experience in offering support to end-users, either by telephone, e-mail or chat is considered an advantage;
    - Attention to details.

    Responsibilities

    Role Purpose:
    To offer technical support over the phone, via web, via chat, via e-mail or various other interactive platforms.
    Focused on validating and coordinating a variety of Service Requests from the customer’s end user regarding their hardware and software use.

    Responsibilities:
    - Use technical and diplomatic skills in guiding the client through the necessary steps to restore functionality by troubleshooting, diagnosing and correcting technical faults.
    - Responsible with restoring functionality, either by solving the issues yourself or by assigning them to colleagues while following the process until the issue is resolved.
    - Collaborate with colleagues, share information and work together towards identifying and solving major service issues.
    - Effectively use the Knowledge Base in troubleshooting and resolving problems and identify any knowledge gap.
    - Take into consideration all relevant objectives, policies and procedures, and be an active participant in quality initiatives.
    - Follow agreed deadlines, according with the Customer SLA.
    - Discuss with the Team Leader about any process gaps encountered or about improvement ideas.

    Other info

    Our client is a major international group with American origins and they are looking to expand with a brand new branch in Romania.