ServiceDesk Job – Direct Client – (Gdansk) Poland (Estonian Language speaking)

  • Infinitum
  • Gdańsk, Poland
  • Oct 25, 2017
Full time Customer Service

Job Description

To provide 1st line technical support; answering support queries via phone, email, Chat and Web

§  To maintain a high degree of customer service for all support queries and adhere to all service management principles.

§  To take ownership of user problems and be proactive when dealing with user issues.

§  Logging / verifying customer details

§  Identifying the issue and categorizing / prioritize the incident

§  Creating a ticket in CRM tool

§  Referring KB for workaround / resolution and attempting resolution

§  Strong interpersonal skills are a prerequisite.

§  Ability to work effectively in a dispersed team and individually.

§  Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable)

§  Ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable)

§  Routing / Chasing of tickets with other PRG's

§  Recording trend of calls and identifying outages proactively

§  Callbacks for customer not reachable cases & customer request

§  Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation

§  Creating child tickets and  tagging them with problem ticket

§  Callback the user and confirm resolution (where ever applicable)