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engleză

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București

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București


 Responsibilities:

  • Answering phone calls in the mentioned languages, on a priority established by the team leader;
  • Handling emails / web cases / chats, translating them into the appropriate language, depending on customer requirements, as per the service levels agreed in terms of response time;
  • Troubleshooting IT problems (incidents) according to the Standard Operating Procedures (SOP) and process trainings;
  • Correct and complete documentation of all incidents, with accurate description of all troubleshooting steps followed;
  • Sharing with all team members any knowledge obtained through end-user or resolver interactions
  • Attending training sessions;
  • Arranging working schedule with colleagues flexibly, according to business needs.
  • Successfully completing the training plan and passing the process knowledge test (PKT) on a monthly basis;
  • Providing assistance to new colleagues whenever possible;
  • Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date;

 Requirements:

  • Very good PC knowledge
  • University graduate (technical profile - advantage)

  • Self-motivated with ability to work both independently and as part of a team;
  • Problem solving attitude and client oriented;
  • Ability to handle client on one-on-one basis, via e-mails and calls;
  • Patience, empathy, diligence;
  • Responsible, mature and punctual behavior;