Salessense

  • Service Desk Analyst

    Job Locations IE-Galway-Galway,
    Job Post Information* : Posted Date 1 month ago(9/19/2018 5:13 AM)
    ID
    2018-1656
    # of Openings
    1
    Category
    Information Technology
  • Overview

    Service Desk Analyst

     

    PlaceMe Recruitment are seeking experienced Service Desk Analyst to provide frontline technical assistance and support to Our Clients customers across Europe. The Service Desk Analyst is the first point of contact for Our Clients ’s valued customers and as such, is key to maintaining the Our Clients  brand with our customers..

     

    Sales Associates and Sales Executives will utilise & develop innovative strategies to maximise results, win over challenging customers and build our brand in the market.

     

    Our clients sales team are expanding in a huge way and were looking for people with the drive and tenacity to join the team and be a key part of the growth and expansion of our clients team across the globe.

    Qualifications

    Job Details

     

    • Provide technical support for all Our Clients products and services to internal and external customers, with a primary focus on customers across Italian-speaking and English-speaking Europe.
    • Develop strong customer relationships by providing exceptional technical support alongside high levels of customer service utilising phone, email and other avenues where necessary.
    • Identify each customer's support and configuration requirements, set the customer expectation and resolve the customer's issue, delivering against the customer's expectations and your key performance indicators (KPIs).
    • Ensure all cases are resolved or escalated to the appropriate party in a timely manner in accordance with company service level agreements (SLAs) and individual KPIs, prioritising caseload appropriately.
    • Ensure all issues are logged accurately in Our Clients 's CRM (Salesforce) and that are cases are closed

    Responsibilities

    Experience Needed

     

    • High level of customer service and IT technical knowledge.
    • Strong troubleshooting skills - you'll be able to quickly analyse problems, determine the root cause and reach a resolution.
    • An ability to operate across several computer platforms and environments - all at the same time.
    • An ability to diagnose and troubleshoot web browser and connectivity issues to help clients resolve their queries.
    • A love of customer interaction and the capacity to support a range of customers with differing needs and experiences.
    • Experience working within a high volume telephone-based SLA and KPI driven environment where your success is determined by great customer outcomes.

     

     

    Contact Richie on 087 9404148 or on rhunt@placeme.ie for more details

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