Service Desk Agent L. - French/English
Location
Barcelona | Spain
Job description
Essential Function
- Creation of trouble tickets for customers
- Executing consistent tasks via workflow tooling to triage new issues
- Communications via telephone calls to/from Customers plus interactive chat sessions
- Engagement of Specialist teams as directed by workflow tooling/procedures
- Troubleshooting of technical problems related to customer systems
- Advanced troubleshooting of technical problems related to customer systems
- Act as a knowledge source for junior agents and eventually take over the training and mentoring of the junior agents
- Lead the junior agents in their initial time in the company to become efficient and professional part of the team.
- Identify, propose and document new technical solutions to the incoming problems within the knowledge database.
- Deputize for team lead as required
Key Competencies
Technical
- High Proficiency in the use of standard windows base applications
- Technical skills specific to customer engagement
- Very good IT knowledge
Non-Technical
- Excellent communication skills (Verbal, Written, Technical & Interpersonal)
- Excellent telephone manner
- Good problem solving skills
- Professionalism at all times
- Assertiveness
- Good timekeeping
- Ability to work well under pressure, set priorities and make well considered decisions
- Drive enthusiasm, initiative, commitment and self-motivation
- Resourcefulness and flexibility
- A desire to learn new skills
- Ability to work well in a team
- Interface effectively with all levels of management both internally and externally
Management
- Deputize for team lead as required
- Mentor agents during their time with the company to become an efficient and professional part of the team.
Required Education and Experience
- 3+ years’ experience in a Customer facing role
- 2+ years’ experience in a Helpdesk Environment
Languages
- French (Native)
- English (High)
Job tags
Salary
