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Technical Support Advisor

Responsibilities

- Take incoming user requests from employees (via telephone, email, voicemail, chat)

- Log call details onto case management systems and provide response and resolution within

SLA to customer.

- Solve technical requests/ incidents.

- Maintain knowledge and expertise associated with Blackberry-, Android-, iPhone und

Windows Devices, MS Office, SAP, Print-Queue / Print Driver and many others.

- Follow progress / close service requests to a satisfactory conclusion on call management

system.

- Proactively update customers with status and resolution progress.

- Monitor / progress all open queries in queue.

- Escalate potential service issues to appropriate level.

- Ensure contractual SLA is maintained.

- Achieve an excellent customer satisfaction level.

Requirements

- English native speaker or High level of English + native speaker of Spanish or Portuguese

- Excellent customer care skills

- Good IT knowledge

- Windows environment literate,

- 1 year in a customer service environment, preferably technical support

- Excellent customer care knowledge and awareness

- Team player

- Responsible and independent work habit

- Flexibility with the rotating working hours and night shift. 

  • Barcelona
  • Permanent
  • Full Time

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