Support with Italian

Employer: ALTEN SI-TECHNO Romania
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 18.10.2017
    Short company description

    ALTEN Romania offers technical consulting services, with a team of over 500 engineering and IT specialized consultants in its offices in Bucharest, Timisoara, Cluj, Sibiu and Iasi.

    Requirements

    Particular requirements:
    • Self-motivated, must be proactive and have the ability to work both independently and
    collaboratively with colleagues, end-users, and with external vendors;
    • Problem solving attitude and client oriented;
    • Ability to handle client on one-on-one basis, via e-mails, chat, calls or self-service;
    • Patience, diligence, empathy;
    • Responsible, mature and punctual behavior;
    • Customer centric – demonstrated ability to handle difficult end-users;
    • Learning ability – demonstrated ability to learn new SOPs quickly;
    • Ability to effectively prioritize tasks, and strong time-management skills.

    Technical Requirements:
    • Pays close attention to detail;
    • Strong verbal and written communication skills to present ideas in user-friendly language and build
    rapport with users on long calls.

    Responsibilities

    • Answering phone calls in the mentioned languages in the require language field, on a priority established by the team leader;
    • Handling emails / web cases / chats, translating them into the appropriate language, depending on customer requirements, as per the service levels agreed in terms of response time;
    • Troubleshooting IT problems according to the Standard Operating Procedures (SOP) and process trainings;
    • Correct and complete documentation of all incidents, with accurate description of all troubleshooting steps followed;
    • Accurate, complete and correct documentation of the resolution implemented or work around applied, mentioning the knowledge article used, for all incidents and service requests handled;
    • Following-up with other resolver groups for closing open tickets as per end-user requests;
    • Sharing with all team members any knowledge obtained through end-user or resolver interactions; this activity is completed through the creation of a new SOP, that will be reviewed by the process trainer and published in the Knowledge Base;
    • Assist the process trainer(s) and the management team with any requests or requirements
    formulated – VOC follow-up, daily/weekly reports or tasks;
    • Suggest and implement process improvement ideas using of the LEAN methodology and tools;
    • Successfully completing the License to Operate (LTO) and passing the process knowledge test (PKT)
    on a monthly basis;
    • Providing assistance to new colleagues whenever possible;
    • Assist the process trainer(s) and the management team with any requests or requirements
    formulated – VOC follow-up, daily/weekly reports or tasks.
    • Uses the appropriate CI categories for logging tickets.