Job Summary
Job Description : The Analyst – Help Desk is responsible for resolving customers’ requests for assistance on standard commercial and proprietary software and hardware applications in English and other languages over various communication channels, including but not limited to telephone, e-mail, chat, social media, etc. Core requirements for the Analyst – Help Desk’s role is consistent customer care, maintaining high quality standards, timely reporting, ability to quickly adapt to changing priorities and fluctuations in workflow. He/she helps B2B customers by providing resolutions of technical and network issues in a friendly and professional manner using different channels of interaction.
Key Responsibilities
Job Responsibilities : Interaction Handling • Provide comprehensive support services, to support center customers within the Service Level Agreements. • Take all steps to troubleshoot reported issues and resolve or escalate to the appropriate level of competence. • Diagnose and resolve technical issues, related with laptops, desktops, tablets, printers, mobile phones, routers, Microsoft office package and other applications. • Maintain technical proficiency in all hardware and software, utilized by the clients. • Uninstall, reinstall software applications. • Verify proper hardware and software set up. • Resolve username and password problems. • Assist with navigation around application menus. • Troubleshoot email, VPN, and other issues. • Collaborate with colleagues and other resources in support of complex issues. • Use all available Knowledge Management Tools • during the call. • Take all necessary steps to ensure customer satisfaction. Interaction Logging • Create and submit detailed case logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key logging components. • Confirm and update customer profile information as needed. Escalation • Promptly notify management of any potentially “dissatisfied” customers. • Follow all documented escalation procedures, including issues requiring 3rd party intervention. Open/ Resolved Cases Handling: • Follow all documented procedures to handle open and resolved cases including but not limited to performing outbound interactions with customers. Reporting: • Prepare ad-hoc and regular reporting upon Client request or upon Helpdesk Management request. Knowledge update • Maintain technical proficiency in all hardware and applications utilized by clients supported. • Participate in all company organized training events. • Contribute current technical information and best practices concerning proprietary applications to the company’s knowledge management system or other knowledge distribution channel. • Organize and utilize all support resources provided including emails, documentation, contact lists, etc. to provide high quality of customer service.
Skill Requirements
Skill Requirement : Skills & Competencies: Language skills: • Very good written and spoken command German language on C1 or above level as per the Common European Framework of Reference for Languages. • Very good written and spoken command of English is considered and advantage. Technical and Soft Skills: • Following processes and procedures according to the work standards. • Excellent Customer service. • Stress management. • Adaptability towards fast pace working environment. • Ethics and Team work. • Time Management and Prioritization • Excellent verbal and written communication skills • Personal productivity • Technical skills and knowledge including but not limited to: MS Office, Internet applications, Windows, Linux and other Operating Systems
Other Requirements
Other responsibilities: • Perform back-office assignments (closeout work, system administration etc.) • Perform special projects as assigned by management. • Participate in client events, as appropriate (resource on site, client training, etc.) Other duties: • To comply with the Employer\'s Internal Regulations on Work Discipline and all internal company acts. • To observe and comply with the Rules for Safe and Healthy Working Conditions. • To be familiar with the main legal acts in Bulgaria