Helpdesk Support Agent - Italian Speaker
HoistGroup
Lisbon, Lisbon, Portugal
há 5 dias

Job Description

Objectives of this role

  • Own overall relationship with assigned clients, which includes customer on-boarding, training and high levels of customer satisfaction
  • Handle a large volume of inbound and outbound calls in a timely manner and efficiency·
  • Identify and address customer needs with a goal of complete satisfaction
  • Provide expert answers to questions about products, and availability, while presenting the value of our portfolio of products to customers
  • Meet customer service targets and objectives
  • Follow communication guidelines and use knowledge of the company’s products and services to go off-script when necessary under minimal supervision
  • Identify customer needs, research issues, resolve complaints, and provide solutions
  • Maintain ownership of calls throughout the lifecycle of the caller’s request, including follow-ups with end-users and escalation team
  • Recommend improvements to systems and processes for improved organizational efficiency
  • Daily and Weekly Responsibilities

  • Build positive relationships by going above and beyond with customer service, ensuring all questions, cancellations and confirmations are addressed appropriately
  • Meet daily personal / team qualitative and quantitative targets, and achieve all service, productivity and quality objectives
  • Create and maintain case management records of daily problems and remedial actions taken in a call center database
  • Build expert and dynamic knowledge of company products and services
  • Research information using available resources to satisfy customer inquiries
  • Build rapport with customers by engaging with them in an inviting, friendly, and professional manner, to deliver exceptional experiences nurture lasting relationships
  • Respond quickly, professionally, and accurately to all customer inquiries regarding requests, incidents, status updates, and complaints
  • Facilitate interaction and workflow between support team members, including third-party service providers, to ensure on time resolution of issues
  • Must Have :

  • Passion about networking, software, information technology or computer science·
  • Some knowledge in technologies, such as : Routing, Switching, Wireless, Software or Network programmability
  • 1-2 years of experience in both technology and customer-facing roles
  • Troubleshooting Mindset :

  • Mitigation - Approaches problems with a mitigation-first mindset working towards minimizing the impact for customers but collecting any necessary information for later analysis.
  • Problem-solving - Has a top-down approach to problems, breaking them in smaller pieces and solving them by starting with a wider scope and narrowing it down as the analysis progresses.
  • Has critical thinking, so is able to analyze information objectively and make a reasoned judgment.
  • Interest in communicating with different cultures
  • Fluent in Italian and English
  • Even Better :

  • Knowledge of Computer Network and protocolS
  • Knowledge related to troubleshooting performance issues and identifying performance bottlenecks.
  • Additional Information

    You will have a key role in the company and the opportunity to play a key part in the organization. We are seeking motivated and high energetic people.

    We offer a long term contract with a competitive salary.

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