Back to search.Approach People - Turkish Speaking Technical Support Agent
| Employment Type: | Permanent |
| Location: | Mid-West, Ireland |
| Salary: | 21,000 |
| Languages: | English, Turkish |
PURPOSE OF JOB
• To provide Pre-Sales & Post-Sales customer and technical support (level 1 & 2) on a wide range of storage, wireless, multimedia and memory devices
2. RESPONSIBILITIES
• Respond to all customers enquires within given timescales, efficiently and effectively
• Troubleshoot PC hardware and software problems; software installations and upgrades; provide first level of support for network, server, mainframe and security
• Research, resolve, and respond to questions received in accordance with set policies and procedures
• Provide accurate and thorough solutions to user problems
• Communication of problem status to the end user
• Research and supply information in order to propose solutions for customers
• Recognise when a problem or query should be transferred to another department or a more senior member of staff
• Deal with all letters, e-mail, fax correspondence as requested or required
• Enter and retrieve information into local logging system
• Maintain and update customer and internal information
• Reach targets in respect of customer solutions
• Be proactive on receiving customer feedback in terms of your customer service performance
• Participate in team projects that enhance the quality of the help desk service level, and promote technical and career growth
PLANNING AND ORGANISING
• Manage time and workload in order to meet administration requirements of the role
DECISION MAKING
• Advise and propose solutions for customers via telephone, email, fax.
• Use knowledge of processes to decide if a problem / query should be escalated
COMMUNICATION
• Promote a positive image of the organisation
• Create and maintain effective working relationships with colleagues
SUPPORT BY MANAGEMENT.
• Minimum supervision is required but is readily available
• Calls are monitored to provide information relating to the individuals performance for the purpose of corrective action and improvement.
EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED
Full details of both pre and post training minimum skills are held within the department.
Pre-recruitment experience, knowledge and skills required are:
Experience
• Previous call centre experience desired but not essential
• Previous customer service experience essential
•
Knowledge
• Post Leaving Certificate Course in IT an advantage
• Knowledge of PC applications – Hardware & Software – particularly storage, wireless, multimedia and memory products
Skills
• Fluent Turkish with an excellent level of English (both written and oral) required
• Have excellent communication skills
• Practice empathic listening skills
• Have the ability to handle many calls for long periods
• Have the ability to provide consistent, positive customer service
• Identifies customer needs, manages expectations, and defines appropriate next steps
• Proactively solves customer problems
• Ability to work on owns initiative and under pressure in order to achieve deadlines
• To provide Pre-Sales & Post-Sales customer and technical support (level 1 & 2) on a wide range of storage, wireless, multimedia and memory devices
2. RESPONSIBILITIES
• Respond to all customers enquires within given timescales, efficiently and effectively
• Troubleshoot PC hardware and software problems; software installations and upgrades; provide first level of support for network, server, mainframe and security
• Research, resolve, and respond to questions received in accordance with set policies and procedures
• Provide accurate and thorough solutions to user problems
• Communication of problem status to the end user
• Research and supply information in order to propose solutions for customers
• Recognise when a problem or query should be transferred to another department or a more senior member of staff
• Deal with all letters, e-mail, fax correspondence as requested or required
• Enter and retrieve information into local logging system
• Maintain and update customer and internal information
• Reach targets in respect of customer solutions
• Be proactive on receiving customer feedback in terms of your customer service performance
• Participate in team projects that enhance the quality of the help desk service level, and promote technical and career growth
PLANNING AND ORGANISING
• Manage time and workload in order to meet administration requirements of the role
DECISION MAKING
• Advise and propose solutions for customers via telephone, email, fax.
• Use knowledge of processes to decide if a problem / query should be escalated
COMMUNICATION
• Promote a positive image of the organisation
• Create and maintain effective working relationships with colleagues
SUPPORT BY MANAGEMENT.
• Minimum supervision is required but is readily available
• Calls are monitored to provide information relating to the individuals performance for the purpose of corrective action and improvement.
EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED
Full details of both pre and post training minimum skills are held within the department.
Pre-recruitment experience, knowledge and skills required are:
Experience
• Previous call centre experience desired but not essential
• Previous customer service experience essential
•
Knowledge
• Post Leaving Certificate Course in IT an advantage
• Knowledge of PC applications – Hardware & Software – particularly storage, wireless, multimedia and memory products
Skills
• Fluent Turkish with an excellent level of English (both written and oral) required
• Have excellent communication skills
• Practice empathic listening skills
• Have the ability to handle many calls for long periods
• Have the ability to provide consistent, positive customer service
• Identifies customer needs, manages expectations, and defines appropriate next steps
• Proactively solves customer problems
• Ability to work on owns initiative and under pressure in order to achieve deadlines
