Customer and IT 2nd line Support

  • вработување
  • Skopje
  • Аплицирањето е завршено
The Network Control Group

Веб-страница The Network Control Group

Our client is looking for Customer and IT 2nd line Support to join their expanding support team in Skopje, Macedonia.  As a 2nd line Engineer you will work as part of the Customer Services team representing The Network Control Group, assisting, and advising customers in both French and English. You will interact with customers via live chat, email, Portal with the highest degree of courtesy and professionalism to provide support and resolve issues.

 

Experience Required:
Circa 1 years or more within a contact centre environment
Experience in fault finding.
Ability to always provide outstanding levels of customer service.
Excellent listening skills combined with empathy and understanding.
Experience of adhering to regulatory requirements.
Ability to work and adhere to SLA’s.
Understand Networking and IT – CCNA or IT based qualification.

Duties:
Ensure customer queries are answered promptly and effectively via chat, email, maintaining email SLA and live chat availability
Resolve basic IT issues.
Ensure all interactions with customers are conducted in a professional and courteous manner, while maintaining a fun and friendly tone of voice.
Offer alternative solutions to customer issues where appropriate, with both the customer and business needs in mind.
Respond to, report and answer service reviews across various platforms.
Attend weekly team meetings to receive business updates and air any concerns.
Any other Customer Service-related task.

 

KPI’s:
Customer response time SLA
Maintain live chat availability
Personal productivity

 

Knowledge, Skills and Experience:
Previous experience of working in a fast-paced office environment as part of a professional team.
Strong written and spoken communication skills in both French and English that allow you to inform, help and advise staff and customers clearly and to liaise effectively with colleagues in other departments, at all levels. Strong attention to detail and aiming for excellence in delivery.
Ability to manage and coordinate changing priorities, have high standards and be capable of multi-tasking.
Highly organised and personally productive with the ability to plan, prioritise and organise your workload.
The ability to work well under pressure whilst maintaining a positive, customer-centric attitude.
Ability to be flexible with work duties and hours as required by the team and business.
Approachable to members of your team and colleagues from other areas of the business
Computer literate with good presentation skills.

 

Competencies:

Excellent English is a must
French or Italian would be good as well, but not essential
Shift patterns position
Communication
Listening
Problem solving
Flexibility
Initiative
Proactiveness
Professionalism