Hi. We are looking for a First Line Support Analyst for one of our client companies, with knowledge of either French or German
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.
- Evaluate 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 (Client) service group.
Job Requirements
- Mandatory languages: FRENCH OR GERMAN
- Basic PC Skills
Good communication skills
Availability to work in shifts: 7x24 (40 hours per week - 5 days per week)
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:
, Results Focused, Initiative
Customer-oriented
- Experience: No specific experience is required (initial training)