Ireland)
RESPONSIBILITIES:
Act as the primary country contact for customers on all escalations
Handle telephone/Web calls and deal with them promptly, efficiently
and with empathy to ensure a positive experience for our customers
Invite customers to participate in telephone problem resolution using
available tools to diagnose and resolve technical problems
Facilitate or escalate customer issues and complaints, both internally
and externally
Co-ordinate all Break/Fix calls in order to enable dispatch of Xerox &
Multi-vendor engineers to customers
Liaise with Various Helpdesks, Xerox and Third-Party Service Providers
escalating through these avenues to close
Flexibility to take on additional tasks as directed by Team
LeadValidate Customer details and requirements on data entry, deal
with appropriately
Maintain accurate database information
Obtain call closures details on all dispatched calls
Works within established procedures with a moderate degree of
supervision
Identifies problems in straightforward situations, and makes sound
decisions using standard procedures
_QUALIFICATIONS_ and
EXPERIENCE:
A-Level
_EDUCATION_ / Leaving Certificate or equivalent.
Fluency in Finnish and English in writing and speaking
Minimum of 6 months working in similar customer support role
A good and detailed knowledge of IT Fundamentals, Operating Systems,
Desktop Applications, Networking, Network protocols, etc.
Skill and competency at providing professional technical telephone
support.
A strong aptitude and interest in developing detailed printer hardware
knowledge to a Specialist level.
_ABLE TO_ control interactions with customers using persuasion and
influencing skills.
_ABLE TO_ work under pressure and deal positively with difficult
situations.
Aptitude for understanding and troubleshooting technical problems.
_ABLE TO_ convey sensitivity and a positive approach to customer
needs.
Can demonstrate effective interactive skills and ability to work as
part of a team.
Strongly self-motivated to learn new skills to fulfil basic position
requirements, to become expert in the position over an extended period
of time, and to progress within the organization.
_ABLE TO_ be self-aware and conscientious of meeting all personal,
team, & organization metric targets
Excellent team player with a committed approach to teamwork and
customer responsibilities.
Flexibility with working time patterns which will need to align with
in country requirements
_ABILITY TO_ follow relevant instruction and to use appropriately
relevant Xerox knowledge bases
_ABLE TO_ maintain and project a helpful and courteous attitude in any
circumstances.
Highly resilient under pressure and adaptable to unforeseen work
demands. #LI-BA1 Position: ?Customer Support Agent - Finnish Speaking (Virtual
Ireland)
RESPONSIBILITIES:
Act as the primary country contact for customers on all escalations
Handle telephone/Web calls and deal with them promptly, efficiently
and with empathy to ensure a positive experience for our customers
Invite customers to participate in telephone problem resolution using
available tools to diagnose and resolve technical problems
Facilitate or escalate customer issues and complaints, both internally
and externally
Co-ordinate all Break/Fix calls in order to enable dispatch of Xerox &
Multi-vendor engineers to customers
Liaise with Various Helpdesks, Xerox and Third-Party Service Providers
escalating through these avenues to close
Flexibility to take on additional tasks as directed by Team
LeadValidate Customer details and requirements on data entry, deal
with appropriately
Maintain accurate database information
Obtain call closures details on all dispatched calls
Works within established procedures with a moderate degree of
supervision
Identifies problems in straightforward situations, and makes sound
decisions using standard procedures
_QUALIFICATIONS_ and
EXPERIENCE:
A-Level
_EDUCATION_ / Leaving Certificate or equivalent.
Fluency in Finnish and English in writing and speaking
Minimum of 6 months working in similar customer support role
A good and detailed knowledge of IT Fundamentals, Operating Systems,
Desktop Applications, Networking, Network protocols, etc.
Skill and competency at providing professional technical telephone
support.
A strong aptitude and interest in developing detailed printer hardware
knowledge to a Specialist level.
_ABLE TO_ control interactions with customers using persuasion and
influencing skills.
_ABLE TO_ work under pressure and deal positively with difficult
situations.
Aptitude for understanding and troubleshooting technical problems.
_ABLE TO_ convey sensitivity and a positive approach to customer
needs.
Can demonstrate effective interactive skills and ability to work as
part of a team.
Strongly self-motivated to learn new skills to fulfil basic position
requirements, to become expert in the position over an extended period
of time, and to progress within the organization.
_ABLE TO_ be self-aware and conscientious of meeting all personal,
team, & organization metric targets
Excellent team player with a committed approach to teamwork and
customer responsibilities.
Flexibility with working time patterns which will need to align with
in country requirements
_ABILITY TO_ follow relevant instruction and to use appropriately
relevant Xerox knowledge bases
_ABLE TO_ maintain and project a helpful and courteous attitude in any
circumstances.
Highly resilient under pressure and adaptable to unforeseen work
demands. #LI-BA1
We need : English (Good)
Type: Permanent
Payment:
Category: Others
