POSITION : Software Support Engineer (Level 1)
Description
The Technical Support Consultant Level 1 is the entry point for customers. It is expected from him/her to provide customer service and technical support based on internal procedures and quality metrics.
Responsible for handling, classification, tracking and resolving client’s requests (tickets) sent via email or ticketing system and for the right end-to-end management of the ticket assigned to him/her.
Responsibilities
- Accept, prioritize, analyze and close all assigned to him/her client’s requests with the needed quality within the expected deadlines.
- Communicate with the client in order to collect all required additional information needed for the case resolution.
- Ensure complete and detailed track of each update related to the case handling, including all communication, by documenting all steps in the troubleshooting and resolution of the incident.
- Follow the best practices in the ticket management processes, i.e. ensuring that all clients’ tickets are assigned, checked, daily updated, and every effort is made to meet the required service level.
- Provide concrete and reliable information to the clients, in compliance with the respected procedures.
- Accept, prioritize, analyze and close all assigned to him/her client’s requests with the needed quality within the expected deadlines.
- Communicate with the client in order to collect all required additional information needed for the case resolution.
- To use professional business language when communicating verbally or in written with the customers. Any usage of slang, argot, offensive or informal language is considered to be inappropriate and may lead to disciplinary sanctions.
- Meet all personal targets and try to over achieve the metrics on a daily and monthly basis.
- Comply with and execute appropriately all specific tasks related to the position or ad hoc tasks.
- Send all data and reports requested by his/her direct Manager
- Collaborate with other team members to provide high quality support and quick resolution of the client’s requests.
- Present a positive, effective and flexible contribution to achieving team targets and objectives by sharing best practices.
- Ensure constant self-development by using each moment and way to improve in the day to day work, following web based trainings, personal experience and any other available tools.
- Adhere to all internal and client’s Policies and Procedures.
- Proactively check for updates of procedures and give feedback to his/her direct Manager.
- In case of necessity, serve as a back-up of a colleague by taking additional cases and updating the status of the client’s requests.
- Attend Face to Face meetings with his/her direct Manager.
- Participate actively in team meetings.
- Seek for the continuous improvement of the provided service’s quality.
- Operate under close supervision of his direct Manager.
- Make a correct use of his/her office phones only for work related needs- contact with the client and/or communication with all parties involved in the case’s resolution.
- Be part of the Queue Monitoring when requested and ensure accomplishment of the service level agreements.
- Strictly follow his/her working schedule and be available on his workplace from the beginning till the end of his shift.
- Execute any additional task requested by the direct Manager.
Requirements
- HND/B.Sc. in related fields.
- 2 years IT Care experience in a complex organization.
- PC experience - comfortable working with Windows operating systems and Microsoft Office Suite.
- Technical experience is an advantage.
- Previous customer service experience is desirable.
- High Technical Skills/Knowledge (Databases, Diverse Operating Systems, Programming, Networking, etc.)
- Analytical and Troubleshooting skills.
- Self-management and self-control.
- Team player.
- Customer orientated, motivated to take charge of both customer engagement and problem resolution.
- High customer service skills- attitude on telephone, verbal and written skills.
- Written and oral knowledge of English and/or another language, depending on the profile.
- Knowledge of various hardware, software and Microsoft operating systems.
How To Apply
Candidates should kindly send their CV's to: jobs@wfmcentre.com with the subject as : "Software Support Engineer (Level 1)"
Sorry the application deadline for this job has elapsed
