Job Summary
The Analyst - Help Desk is responsible for resolving \\r\\ncustomers’ requests for assistance on standard \\r\\ncommercial and proprietary software and hardware \\r\\napplications in English and other languages over \\r\\nvarious communication channels, including but not \\r\\nlimited to: telephone, e-mail, chat, social media, etc. \\r\\nCore requirements for the Analyst - Help Desk’s role \\r\\nare consistent customer care, maintaining high quality \\r\\nstandards, timely reporting, ability to quickly adapt to \\r\\nchanging priorities and fluctuations in workflow.
Key Responsibilities
Interaction Handling \\r\\n Provide comprehensive support services, to \\r\\nsupport center customers within the Service \\r\\nLevel Agreements; \\r\\n Take all steps to troubleshoot reported issues and \\r\\nresolve or escalate to the appropriate level of \\r\\ncompetence; \\r\\n Use all available Knowledge Management Tools \\r\\nduring the call; \\r\\n Take all necessary steps to ensure customer \\r\\nsatisfaction. \\r\\nInteraction Logging \\r\\n Create and submit detailed case logs \\r\\ndocumenting customer interactions. Accuracy, \\r\\nthoroughness, and timeliness are key logging \\r\\ncomponents;\\r\\nConfirm and update customer profile information \\r\\nas needed
Skill Requirements
Education/ Experience \\r\\n High school degree; \\r\\n BA or higher degree preferred; \\r\\n Microsoft Certified Professional certification is \\r\\nconsidered a plus; \\r\\n Call center, computer support, or customer \\r\\nservice experience preferred
Other Requirements
Shift Schedules \\r\\n Adhere strictly to shift schedule. Timeliness is a \\r\\nkey requirement. \\r\\n Punctuality & Flexibility to changes in shift \\r\\nschedules \\r\\n \\r\\n \\r\\n \\r\\nSkills & Competencies \\r\\n Very good written and spoken command of \\r\\nEnglish; \\r\\n Very good written and spoken command of \\r\\nforeign languages different from English at B2 or \\r\\nabove level as per the Common European \\r\\nFramework of Reference for Languages will be \\r\\nconsidered an advantage. \\r\\n Following processes and procedures according to \\r\\nthe work standards \\r\\n Excellent Customer service \\r\\n Stress management \\r\\n Adaptability towards fast pace working \\r\\nenvironment \\r\\n Ethics and Team work \\r\\n Time Management and Prioritization \\r\\n Excellent verbal and written communication \\r\\nskills \\r\\n Personal productivity \\r\\n Technical skills and knowledge including but not \\r\\nlimited to: MS Office, Internet applications, \\r\\nWindows Operating Systems