L1 Support Specialist

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Employer: confidential
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • nationwide
    Updated at: 10.09.2019

    Proficient in relevant computer applications : MS Office (Documents, Presentations, Spreadsheets) - Logical thinking skills
    - Attention to detail and accuracy
    - Team work
    - Good problem solving skills
    - Excellent written and verbal communication skills
    - Good English language skills
    Essential Attributes:
    - An attitude of excellence in customer service, always putting the customer first
    - A positive and constructive attitude
    - A desire to learn about Project Management Tools
    Nice to have:
    - Previous experience of tools administration would be useful.
    - Adaptable and flexible to work in different shifts


    - Responding promptly to level 1 support requests (via email, SCCD ticketing system, instant messaging (24 x 5) and telephone (06:00-18:00 GMT).
    - The Support Desk response times are defined for each individual PM Tool.
    - Ensure the support requests are captured for metrics purposes via User Directory
    - Solving level 1 problems related to company's standard Methods and PM Tools within SLA (service level agreement) . SLAs are defined in correspondence with their Severity .The SLA for responding to a ticket is 24 hours for Severity 1 issue (critical business impact) , 3 days for a Severity 2 issue (major business impact) and 7 days for a Severity 3 issues (minor business impact),
    - Working with level 2 support colleagues for any more complex problems - Process IPWC User ID registrations and Program requests
    - Produce metrics reports when required.