1st Line Technical Support Executive - French and or Romanian speaking
This vacancy is being advertised on behalf of ambitions personnel who are acting as an employment agency.
We are working with my Client to source a customer focused and driven candidate to work in a large technical support team. This is a great opportunity to work in a customer services role within a busy open plan office. Don’t be scared by the job description – it sounds a lot more complex than it really is! You’ll also get a full 8 weeks of training to ensure you know exactly what you are doing in your role.
- 8.5 hour shifts – 30min unpaid lunch + 2x10min breaks
- Rota is normally scheduled 4-6 weeks in advance – same shifts throughout the week.
- Occasional weekend work involved – usually 1 in 3-4 weekends and never Saturday and Sunday together
To answer any inbound telephone call upon receipt at your allocated station to client SLA target
To log all telephone calls within in house IT systems(s)
Initial diagnosis of incidents
All work to be performed within ISO9011:2000 quality standards
Provide first time resolution of all level one incidents
Provide clear & accurate details to level two on all escalated incidents
Monitor CSC Remedy software tool, ensuring incidents assigned to TBW receive a response within 30 minutes of receipt.
95% availability within IT systems to answer inbound phone calls
French and or Romanian speaking
Working knowledge of MS Office products (Excel, Word & Outlook)
Driven to deliver high levels of customer service
Familiarity of Wireless, GPRS, GPS, Network & basic software programming
Committed to personal development
Working knowledge of Service Manager, SRT, SOTI & Web UI systems
Flexible approach to working hours
Understanding of ITiL principals
Working knowledge of Managed Service SLA's & KPI's
Good verbal communication skills
Experience working in a Technical solutions service desk
Good written communication skills
- Once agent passes their probation they offer NVQ courses
- Language sessions for those who want to learn/upskill language
- Free fruits and drinks
- Culture days/buffets every few weeks
To apply, please contact Michelle Dalby on 01636 611320 or email a CV to firstname.lastname@example.org
Unfortunately due to the high volume of applications we receive, we are unable to provide individual feedback. If you have not heard from us within 7 days, please assume that your application has not been successful.