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| Company: |
CPL Recruitment |
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| Job Title: |
Dutch Customer Support |
| Job category: |
Customer Service |
| Job Location: |
Dublin - Ireland |
| Job Reference Number: |
CMHPD |
| Job Description: |
Job Description:
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.
All applicants should be willing to work variable shift patterns on request.
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
•Invoke Escalation Procedures within defined time frames
•Work to achieve individual and team goals
•To comply/complete desk specific or adhoc request/tasks
•Mentor new hires.
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Skills Required:: |
Candidate Profile:
The ideal candidate has previous experience in effectively coping with a fast-paced, high-pressure role in a constantly changing business environment. He/she will be customer orientated, enthusiastic, courteous assertive and motivated to take charge of both customer engagement and problem resolution.
He/she will be strongly team-focused with excellent customer service, telephone, oral and written skills. The candidate will be analytical with good trouble shooting skills, flexible and willing to work variable shift patterns.
Essential Competencies:
Customer Service and Communication:
•Experience in communication with customers.
•Ability to communicate effectively - oral & written.
•Ability to communicate effectively with different groups.
•Ability to follow specific processes and procedures.
•Demonstrates high level of customer satisfaction in previous positions.
•Experience on Process Managed Environment
Problem Solving Techniques:
•Ability to identify problems.
•Ability to apply analytical and investigative skills to resolve customer issues.
•Ability to handle challenging support situations.
Personal Interaction:
•Ability to convey knowledge to others.
•Ability to adapt to a changing environment.
Technical Requirements:
•Technical skill with Windows XP, Windows 2000
•Microsoft Office Suite
•Knowledge of printer hardware
•Knowledge of Local Area Networking
•Knowledge of Remote Access tools.
Experience:
Ideally, candidates will have previous experience working within a technical support environment/customer service environment, delivering front-line service directly to customers preferably within an international company. Previous call centre experience is desirable, but not essential.
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Language Requirements: |
English-Very GoodOther: Dutch |
| Employment Type: |
Full Time |
| Yearly Salary: |
19500 Euro |
| Posting Date: |
2009-03-05 |
| Level of Education: |
Unspecified |
| Years of Work Experience: |
Less than 1 Year |
| Company: |
CPL Recruitment |
| Contact Name: |
CPL Recruitment |
| Contact Phone: |
0035316146129 |
| Preferred Method of Contact: |
E-mail |
| Preferred Language of Resume/Application: |
English |
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