Zpět na vyhledávání.CPL JOBS, s.r.o. - Technical Support Analyst with German
| Typ zaměstnání : | Permanent |
| Umístění : | Brno - Jihomoravsky, Czech Republic |
| Plat : | Excellent |
| Jazyky : | Angličtina, Němec |
Podrobnosti o inzerentovi
- Jméno :CPL JOBS, s.r.o.
- Uveřejněno :21-09-2010
- kód:TLJ TSA-01
The objective of the Technical Support Analyst is to resolve remote users IT problems by means of a first time fix or by dispatching for on-site support.
The Technical Support Analyst responds to clients requiring technical support. Contacts reach the analyst via telephone, call handling systems or e-mail.
Duties:
• Answer contacts promptly and professionally
• Log/Validate all contacts Call Handling Database
• Resolve customer problems using the relevant tools and systems
• Manage end to end all calls logged, providing regular updates to customers on call status
• To comply/complete desk specific or ad-hoc request/tasks
• Ensure Quality standards are adhered to in regards to both Cases & Calls.
• Live documentation validation
• Pro-actively seek support from escalation team via.
• Escalate tickets to escalation team for validation and further escalation.
• Monitor ticket queues and handle tickets appropriately
• Provide support to multiple desks
Requirements:
• Experience in communication with customers
• Previous experience in technical support
environment/customer service is an advantage
• Ability to follow specific processes and procedures.
• Demonstrates high level of customer satisfaction in
previous positions.
• Ability to identify problems.
• Ability to apply analytical and investigative skills to
resolve customer issues.
• Technical skill with Windows XP, Windows 2000
• Knowledge of Local Area Networking
The Technical Support Analyst responds to clients requiring technical support. Contacts reach the analyst via telephone, call handling systems or e-mail.
Duties:
• Answer contacts promptly and professionally
• Log/Validate all contacts Call Handling Database
• Resolve customer problems using the relevant tools and systems
• Manage end to end all calls logged, providing regular updates to customers on call status
• To comply/complete desk specific or ad-hoc request/tasks
• Ensure Quality standards are adhered to in regards to both Cases & Calls.
• Live documentation validation
• Pro-actively seek support from escalation team via.
• Escalate tickets to escalation team for validation and further escalation.
• Monitor ticket queues and handle tickets appropriately
• Provide support to multiple desks
Requirements:
• Experience in communication with customers
• Previous experience in technical support
environment/customer service is an advantage
• Ability to follow specific processes and procedures.
• Demonstrates high level of customer satisfaction in
previous positions.
• Ability to identify problems.
• Ability to apply analytical and investigative skills to
resolve customer issues.
• Technical skill with Windows XP, Windows 2000
• Knowledge of Local Area Networking
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