Back to search.Approach People - Russian Technical Support
| Employment Type: | Permanent |
| Location: | Clare - Mid-West, Ireland, Clare |
| Salary: | 21,000 |
| Languages: | English, Russian |
| Required Languages: | 2 |
TECHNICAL SUPPORT Administrator
REPORTS TO:CALL CENTER SUPERVISOR
PURPOSE OF JOB
• To provide customer support on logistics and repairs of electronic devices.
• To provide post sales customer and technical support on a wide range of electronic and operating system devices.
RESPONSIBILITIES
• Respond to all customers enquires within given timescales, efficiently and effectively
• Deal with inbound / outbound calls – emails - fax correspondence as required/requested
• Research, resolve, and respond to questions received in accordance with set policies and procedures
• Maintain and update customer and internal information
• Enter and retrieve information into local logging systems
• To take personal ownership of each and every customer until complete resolution of their case.
• Provide an accurate and thorough solution to the end user issue and case
• Research and supply information in order to propose solutions for customers
• Within a timeframe develop your skills to troubleshoot
• PC hardware and software problems
• Software installations and upgrades
• Provide first level of support for network, server and security
• Use the knowledge base provided to guide you with technical step by step solutions
• Recognise when a problem or query should be transferred to another department or a more senior member of staff
• Communication of problem status to the end user
• Participate in team projects that enhance the quality of the help desk service level, and promote technical and career growth
• To contribute to the development of the team
PLANNING AND ORGANISING
• Manage time and workload in order to meet administration requirements of the role
• Manage time and workload in order to meet the development requirements of the role
• The ability to perform one or more tasks concurrently – multitasking
• Achievement of daily utilisation target as communicated by your supervisor
DECISION MAKING
• Advise and propose solutions for telephone callers
• Knowledge transfer to customers
• Use knowledge of processes to decide if a problem / query should be escalated
• Use logical troubleshooting steps to provide the most accurate analysis of a customer query and an efficient plan to rectify the problem
COMMUNICATION
• Promote a positive image of the organisation by telephone, email, online chat and/or fax
• Create and maintain effective working relationships with colleagues
• Ability to manage challenging customers
• Professional communication skills (written and oral) are required at all times.
SUPPORT BY MANAGEMENT
• Minimum supervision is required but is readily available
• Calls and written contacts are monitored to provide information relating to the individuals performance for the purpose of corrective action and improvement
• Performance planning objectives are set regularly in conjunction with support staff
EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED
Pre-recruitment experience, knowledge and skills required are;
Experience:
• Previous call centre experience desired but not essential
• Previous customer service experience essential
• Second language essential
Knowledge:
• Owner and User of a computer
• General knowledge of Operating Systems (Windows XP, Windows Vista, Windows 7)
• User knowledge of Microsoft Office applications
• User knowledge of Internet browsing software – aware of the different applications
• Notebook and PC hardware architecture
• User knowledge of computer security software i.e. anti-virus, firewall etc.
• User knowledge Multimedia creation and editing software
**Candidates should have genuine interest in gaining more knowledge in the IT sector and be motivated to increase their IT knowledge over a specific period of time
Required Skills:
• Have excellent communication skills
• Schedule adherence and excellent timekeeping skills essential
• Strong typing skills essential
• 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 in a logical and efficient manner.
• Proactively solves customer problems
• Willingness to adapt to business needs
• Ability to work in a face paced environment
• Ability to work on own initiative and under pressure in order to achieve deadlines
• Ability to multitask between telephone support & written support.
• Interest in developing own IT knowledge
Full details of both pre and post training minimum skills are held within the department
ALL CANDIDATES MUST BE ELIGIBLE TO WORK IN THE EU
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