HELPDESK

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Employer: Mellon Romania
Domain:
  • Banks - Financial Institutions
  • Customer Support - Client Service
  • Job type: full-time
    Job level: Student/Graduate
    Location:
  • BUCHAREST
  • Updated at: 24.02.2020
    Remote work: On-site
    Short company description

    Mellon Romania, a subsidiary of Mellon Technologies and member of Mellon Group of Companies, was founded in 2001 in Bucharest. Our offering consists of specialized technological solutions and value added services, to serve the increasing needs of financial institutions and organizations with strong consumer transactions business, such as Retail Banks, Public Utilities, Telecommunications Providers and large Private Companies.

    Requirements

    • Proven ability to lead and work effectively with others to achieve results
    • Ability to diagnose and resolve basic technical issues
    • Demonstrated attention to detail, following procedures, meeting deadlines and working and problem-solving independently and cooperatively.
    • Effective verbal and written communication, organizational, prioritization
    • Operational excellence
    • Passionate about Customer Care
    • Excellent communication skills
    • Advanced knowledge of MS Office suite
    • Excellent verbal and written English
    • Previous work experience as Back Office or Help Desk technician/operator and a Technical University Degree are considered advantages

    Responsibilities

    • Coordinates timely and effectively second level support (SLM) for customers seeking technical assistance over the phone or email
    • Route the issues unsolved by first level support to the right technicians (our own team or subcontractors network) and set the priorities according with SLA
    • Opening tickets for interventions such as: replacements, removals, faults; printing specific forms for intervention type
    • Change tickets status into help desk system
    • Offer operational and logistic support to partners and customers
    • Answering to project related emails from the clients within SLA
    • Responsible with SLA fulfillment and escalation of issues or critical situations
    • Identify and suggest possible improvements on procedures

    Other info

    The company’s culture cultivates a strong integrity and work ethics; we reward initiative and each employee contribution. Joining us you will find:
    • Multinational working environment
    • Competitive compensation
    • A people-oriented organization which fosters professional growth
    • Training and development opportunities

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