Job Summary

Principal Roles and Responsibilities: (Essential Function)\\r\\nInteraction Handling \\r\\n• Provide comprehensive support services, to support center customers within the Service Level Agreements. \\r\\n• Take all steps to troubleshoot reported issues and resolve or escalate to the appropriate level of competence. \\r\\n• Diagnose and resolve technical issues, related with laptops, desktops, tablets, printers, mobile phones, routers, Microsoft office package and other applications.\\r\\n• Maintain technical proficiency in all hardware and software, utilized by the clients.\\r\\n• Uninstall, reinstall software applications.\\r\\n• Verify proper hardware and software set up.\\r\\n• Resolve username and password problems.\\r\\n• Assist with navigation around application menus.\\r\\n• Troubleshoot email, VPN, and other issues.\\r\\n• Collaborate with colleagues and other resources in support of complex issues.\\r\\n• Use all available Knowledge Management Tools \\r\\n• during the call.\\r\\n• Take all necessary steps to ensure customer satisfaction. \\r\\n\\r\\n\\r\\n\\r\\n\\r\\n\\r\\nInteraction Logging \\r\\n• Create and submit detailed case logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key logging components.\\r\\n• Confirm and update customer profile information as needed. \\r\\n \\r\\n\\r\\nEscalation \\r\\n• Promptly notify management of any potentially “dissatisfied” customers.\\r\\n• Follow all documented escalation procedures, including issues requiring 3rd party intervention. \\r\\n \\r\\n Open/ Resolved Cases Handling:\\r\\n• Follow all documented procedures to handle open and resolved cases including but not limited to performing outbound interactions with customers. \\r\\n\\r\\n\\r\\n\\r\\nReporting:\\r\\n• Prepare ad-hoc and regular reporting upon Client request or upon Helpdesk Management request.\\r\\nKnowledge update \\r\\n• Maintain technical proficiency in all hardware and applications utilized by clients supported. \\r\\n• Participate in all company organized training events.\\r\\n• Contribute current technical information and best practices concerning proprietary applications to the company’s knowledge management system or other knowledge distribution channel. \\r\\n• Organize and utilize all support resources provided including emails, documentation, contact lists, etc. to provide high quality of customer service.\\r\\n\\r\\n\\r\\n\\r\\n\\r\\nOther responsibilities:\\r\\n• Perform back-office assignments (closeout work, system administration etc.) \\r\\n• Perform special projects as assigned by management. \\r\\n• Participate in client events, as appropriate (resource on site, client training, etc.)\\r\\n

Key Responsibilities

Skills & Competencies: Language skills: • Very good written and spoken command Italian 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.

Skill Requirements

Other duties:\\r\\n• To comply with the Employer\\\'s Internal Regulations on Work Discipline and all internal company acts.\\r\\n• To observe and comply with the Rules for Safe and Healthy Working Conditions.\\r\\n• To be familiar with the main legal acts in Bulgaria.\\r\\nWorking Relationships\\r\\nSubordinated: Reporting manager or above\\r\\n\\r\\nJOB REQUIREMENTS\\r\\nEducation and work experience:\\r\\n• High school degree is a must.\\r\\n• University degree (Bachelor and/or Master) is an advantage.\\r\\n• Microsoft Certified Professional certification is considered a plus.\\r\\n• Call center, computer support, or customer service experience preferred.\\r\\n\\r\\nShift Schedules:\\r\\n• Adhere strictly to shift schedule.\\r\\n• Timeliness is a key requirement. \\r\\n• Punctuality & Flexibility to changes in shift schedules – availability to work on different shifts 24/7.\\r\\n

Other Requirements

Other duties:\\r\\n• To comply with the Employer\\\'s Internal Regulations on Work Discipline and all internal company acts.\\r\\n• To observe and comply with the Rules for Safe and Healthy Working Conditions.\\r\\n• To be familiar with the main legal acts in Bulgaria.\\r\\nWorking Relationships\\r\\nSubordinated: Reporting manager or above\\r\\n\\r\\nJOB REQUIREMENTS\\r\\nEducation and work experience:\\r\\n• High school degree is a must.\\r\\n• University degree (Bachelor and/or Master) is an advantage.\\r\\n• Microsoft Certified Professional certification is considered a plus.\\r\\n• Call center, computer support, or customer service experience preferred.\\r\\n\\r\\nShift Schedules:\\r\\n• Adhere strictly to shift schedule.\\r\\n• Timeliness is a key requirement. \\r\\n• Punctuality & Flexibility to changes in shift schedules – availability to work on different shifts 24/7.\\r\\n