Help Desk Support with French

NCRO firmie

  • Prague, Czechy, Czechy

  • Ogłoszenie wygasło 4 lat temu
  • Specjalista

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

Position works in high call volume Helpdesk environment supporting NCR's customers (both internal and external) and their analysts in providing problem resolution for NCR products and services.  

  • Responsible for ensuring the customer's entitlement of services;
  • Remotely deliver solutions, dispatch service personnel, and when appropriate verify resolution of a customer's issue that has not been escalated;
  • Work directly with the customer to understand the problem, and /or escalate problem to the next level;
  • Following the documented Remote Incident Management Process, position’s primary responsibility is to perform Level I technical troubleshooting with end-users of PCs and point-of-sale devices (depending on account assignment);
  • Generates daily and weekly incident reporting;
  • Reviews incident history to determine recurring faults;
  • Provide technical phone support on NCR products, systems and various software products;
  • Provide accurate and creative solutions to user problems of moderate nature to maximize product or system availability;
  • Take ownership of service request from customer and ensure timely and satisfactory resolution of problem;
  • Escalate both internally and externally when required according to defined Escalation Paths Enhance and develop quality support methods and communication skills through coaching feedback, and other developmental approaches;
  • Assist in the resolution of user and support issues over multiple user sites to ensure timely distribution of knowledge and cause positive impact on user satisfaction;
  • Updates work orders and provides status information;
  • Research, resolve, and respond to questions received via telephone calls, letters, and callbacks in a timely manner, in accordance with current standards;
  • Communicate with customers through various means (oral, written, electronic) to remotely resolve customer problem;
  • Use tools to remotely access customer equipment to diagnose and resolve customer problem;
  • Follow solutions outlined in the knowledge database;
  • Verify resolution of problem with the customer;
  • Record information into the Help Desk Solution system Document, verify and make appropriate corrections to the incident record and customer profile; Ensure thorough documentation of problem description and all subsequent activity;
  • Write knowledge articles based on lessons learned in resolving customer issues Contribute as a team member;
  • Participate in team meetings and activities;
  • Participate in objective setting, performance management, reward and recognition programs;
  • Participate in special projects as assigned to continuously improve processes, tools, systems and organization;
  • Coordinate project start up activities;
  • Maintain technical knowledge and expertise associated with multiple applications and hardware specific to individual customer's solution;
  • Support less experienced colleagues on the helpdesk through joint working, monitoring, direct feedback and knowledge sharing;
  • Follow all mandatory training courses according to provided timelines Record information into the Incident tracking system (GEMS);
  • Conduct GEMS quality audits and Call Monitoring activities through Verint monitoring tool Manage operations during scheduled shifts using on-hand tools and observations;

BASIC QUALIFICATIONS:

  • Native/ Business Proficient French.
  • High School Diploma or equivalent 0-2 years of related experience;
  • Advanced knowledge level of Windows 98 2000, NT, XP and Vista;
  • Advanced knowledge of the Internet including applications and protocols as well standard network monitoring and analyzing tools;
  • Advanced trouble-shooting skills with MS Office and standard applications (Virus Scanner, Adobe, Zip);
  • High level knowledge of PC hardware equipment and utilization (printers, scanners, modems, network cards);
  • Excellent communication skills at all levels including excellent listening skills;
  • Possess strong customer service skills and be able to work in a dynamic team environment;
  • Advanced problem solving and troubleshooting skills;
  • Ability to work a flexible schedule (evenings/weekends);
  • Ability to work in a multitask fast paced environment;

PREFERRED QUALIFICATIONS:

  • Associate’s Degree preferred 2+ years of call center experience;
  • Experience in providing in-house escalation assistance;
  • A track record showing initiative leading to positive results;
See Job Description
Help Desk Support with French

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