Service Desk Agent Lv1 - Barcelona, España - NSC Global
Descripción
Overview:
- This Job is for 1st Line Support to Customers
Essential Function
- Creation of trouble tickets for customers
- Executing consistent tasks via workflow tooling to triage new issues
- Communications via telephone calls to/from Customers plus interactive chat sessions
- Engagement of Specialist teams as directed by workflow tooling/procedures
- Troubleshooting of technical problems related to customer systems
- Mentor the junior agents in their initial time in the company to become efficient and professional part of the team.
- Document new technical solutions to the incoming problems within the knowledge database.
- Deputize for Senior agents and specialized roles as required
Responsibilities:
Key Competencies
- Technical_
- Good IT knowledge
- Non-Technical_
- Excellent communication skills (Verbal, Written, Technical & Interpersonal)
- Excellent telephone manner
- Good problem solving skills
- Professionalism at all times
- Assertiveness
- Good timekeeping
- Ability to work well under pressure, set priorities and make well considered decisions
- Drive enthusiasm, initiative, commitment and selfmotivation
- Resourcefulness and flexibility
- A desire to learn new skills
- Ability to work well in a team
- Interface effectively with all levels of management both internally and externally
- Management_
- Deputise for Senior agents and specialized roles as required
- Mentor the junior agents in their initial time in the company to become efficient and professional part of the team.
Qualifications:
Required Education and Experience
- 2+ Years experience in a Customer facing role
- 1+ years' experience in a Helpdesk Environment
Languages
- French
- English
- Spanish
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