jo099987
administrative computer agent it french call center calls hp
Dublin City Centre Dublin North Dublin West
Not disclosed
0 - 1 Years
Permanent Full-time
No Minimum required
lucie.briot@cpl.ie
Job Descriptions:
The objective of the Technical Support Analyst is to resolve remote users IT problems by means of a first time fix or by dispatching Customer Replaceable Units or initiating on-site support.
The Technical Support Analyst responds to clients requiring technical support. Contacts reach the analyst via telephone, call handling systems or e-mail.
Support is provided to some customers on a 24*7 basis. All applicants should be willing to work variable shift patterns.
Responsibilities:
To log, validate and diagnose customer issues, on the full range of products and applications used on the customer site. Providing the customer with a solution through information gathering, analytical trouble shooting and problem research, or to route or escalate the call to the appropriate resolution group. Escalation and management of calls to agreed service levels. Excellent attendance and punctuality are required.
Duties:
· Answer contacts promptly and professionally
· Log/Validate all contacts Call Handling Database
· Resolve a high percentage of customer problems using the relevant tools and systems
· Manage end to end all calls logged, providing regular updates to customers on call status
· Complete follow-on actions as appropriate
· Invoke Escalation Procedures within defined time frames
· Adhere to Policies & Procedures
· Work to achieve individual and team goals
· Protect confidential and sensitive information and materials
· Observe strict compliance to licensing, copyright and trademark legislation
· Accomplish other duties as required
Technical Requirements:
· Windows operating systems, Microsoft Office Suite
· Knowledge of printer hardware
· Knowledge of Local Area Networking
· Knowledge of Remote Access tools.
Experience:
Ideally, candidates will have previous experience working within a technical support environment/customer service environment, delivering front-line service directly to customers, preferably within an international company. Previous call centre experience is desirable, but not essential.