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Support Analyst First Line
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: Italian
· 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)