Service Desk with Russian

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Angajator: I.FUTURE
Domeniu:
  • IT Software
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 01.11.2017
    Scurta descriere a companiei

    I FUTURE belongs to a Group of companies with multinational presence across various parts of the globe.
    Our goal is developing individuals by building a strong foundation towards their employable future, supporting both personal and corporate goals.

    Cerinte

    • Student or University Graduate (Technical University Degree is an advantage);
    • 2 years of related work experience, or an equivalent combination of education and experience;
    • Fluency in English and Russian;
    • Experience in the use of remote IT support tools;
    • Basic Knowledge on Active Directory / Exchange / RSA / VPN / Networking;
    • Has worked with, and can troubleshoot, Microsoft desktop products;
    • Basic software support;
    • Very good communication skills, flexibility and ability to work shifts;
    • Excellent customer service skills;

    Responsabilitati

    • To provide 1st line/2nd line technical support;
    • To maintain a high degree of customer service for all support queries and adhere to all service management principles;
    • To take ownership of user problems and be proactive when dealing with user issues;
    • Creating a ticket in CRM tool;
    • Referring KB for workaround/ resolution and attempting resolution;
    • Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable);
    • Ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable);
    • Routing / Chasing of tickets with other PRG's;
    • Recording trend of calls and identifying outages proactively;
    • Callbacks for customer not reachable cases & customer request;
    • Identifying the trend of calls/ tickets and highlighting it to L2/ TL as applicable for outage confirmation;
    • Creating child tickets and tagging them with problem ticket;
    • Callback the user and confirm resolution (where ever applicable).