The objective of the Technical Support Analyst is to resolve remote users IT problems by means of a first time fix or by dispatching for on-site support.
The Technical Support Analyst responds to clients requiring technical support. Contacts reach the analyst via telephone, call handling systems or e-mail.
All applicants should be willing to work variable shift patterns on request.
To log, validate and diagnose customer issues, on the full range of products and applications used on the customer site. Providing the customer with a solution through information gathering, analytical trouble shooting and problem research, or to route or escalate the call to the appropriate resolution group. Escalation and management of calls to agreed service levels. Excellent attendance and punctuality are required as well as adhering to all company policies and procedures.
The ideal candidate has previous experience in effectively coping with a fast-paced, high-pressure role in a constantly changing business environment. He/she will be customer orientated, enthusiastic, courteous assertive and motivated to take charge of both customer engagement and problem resolution.
He/she will be strongly team-focused with excellent customer service, telephone, oral and written skills. The candidate will be analytical with good trouble shooting skills, flexible and willing to work variable shift patterns.
Preferably the suitable candidate will also have a technical aptitude and a basic understanding of various hardware, software and Microsoft® operating systems.
Customer Service and Communication:
Problem Solving Techniques:
Ideally, candidates will have previous experience working within a technical support environment/customer service environment, delivering front-line service directly to customers preferably within an international company. Previous call centre experience is desirable, but not essential.
Salary: 19.500e per year + Performance Related Bonus + Relocation Package + Gym + Canteen + Shuttle.
Contract Type: Permanent Full Time
Start Date: ASAP
Send your CV to firstname.lastname@example.org / 00353 16 14 6079