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Purpose of the Role : The purpose of the role is to provide resolution to Helpdesk service requests within a timely manner and to demonstrate technical expertise and exceptional customer service skills. Responsibilities: • Interact with customers via telephone, e-mail and the web, providing technical support and problems solving abilities. • Identify, evaluate and prioritize customer problems and complaints. • Analyze customer problems and formulate plans of resolution. • Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly. • Assist in evaluating new services, processes and technologies introduced at the helpdesk. • Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements • Work with departmental staff to promote, develop, and maintain strong customer service values. • Escalate unresolved issues to support leads, designated service group or client help desk. •


Required: Expert Communication Skills • Expert PC Skills • Expert language abilities in written and oral English, plus Danish. • Advanced Presentation skills • Advanced experience in Organization Development: Service Orientation, Insight, Proactive Cooperation • Basic understanding of the principles, theories, and practices of group dynamics and/or team development • Basic Business Development: Domain Expertise, Results Focused, Initiative • Professional Experience • Previous Helpdesk experience preferred and solid IT background • Flexibility • High level Analytical skills • Excellent Communication skills • Previous Team working experience • Customer orientated professional

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