Support Level1 with english

ALTEN Romania, part of the international ALTEN Group - with a unique position as Leader in IT & Engineering Consulting, provides support for its clients’ development strategies in the fields of innovation, R&D and IT systems since 1996. The company comprises 2 divisions specialized on its core capabilities: ENGINEERING and IT. These two divisions are: ALTEN TECHNO and ALTEN IT.

• 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;
• 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.

• 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;
ssist 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.