Service Desk Agent

6 meses atrás

Braga, Portugal Recruit4Work S.L. Tempo inteiro

You will play a crucial role in initiating and leading a cultural transformation that fosters an atmosphere where teams can deliver improved, quicker, and more efficient solutions. This will be achieved by leveraging your current expertise and skills. As you shape your own approach to work, you will also be influencing the way the world learns, travels, purchases, lives, and works.

Your main responsibility will be to serve as the primary point of contact for users, handling both regular and unexpected incidents, problems, and requests. Additionally, you will be providing initial support for incidents as part of your duties.

Tasks
- German or Dutch C1 level of language required and fluency in English B2 level
- Excellent communication skills, verbal and written;
- Excellent computer skills;
- Feedback from customers, colleagues and team managers;
- Technical assessments if applicable;
- Evidence of sharing and re-use of knowledge;
- Correct management of processes followed to deliver the service;
- Percentage of customer problems resolved within required timescales;
- Meeting service level requirements.

**Requirements**:

- Technical Capability; Works under supervision, supporting standard technical queries related to a single product/small set of products.
- Business Awareness. Develops an understanding of the customer’s environment and service delivery requirements to enable the delivery of first class service.
- Process. Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.
- Problem Solving. Takes ownership for listening to and understanding basic customer problems asking relevant
- Questions to resolve typically known problems within required timescales. Knows when problems are ‘beyond them’ and escalate so they can be resolved.
- Service Level. Escalates issues as necessary to deliver the required service level and meet or exceed customer expectations. Monitors performance through statistical reporting and analysis.
- Team Working. Acts as a team player and is viewed by colleagues as a helpful and effective member of the team.
- Personal Development Takes ownership of own development and has a development plan in place.

**Benefits**:

- Work life balance and 25 annual leave days;
- Private health and life insurance since the first day of employment;
- Employment directly with the company with the possibility of a permanent contract;
- International career in a dynamic and enthusiastic environment;
- Training and internal career progression plan upon hiring
- Several discounts available
- If you are moving to Portugal count on the support of our Welcome Buddy to help you settle in.

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