private medical care
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Oferta pracy
Voice Support Agent with German #208339
CREDIT SUISSE PolandAbout the company
- WrocławWrocław, Lower Silesia
- offer expired 2 years ago
- contract of employment
- full-time
- junior specialist (Junior)
- hybrid work
- Запрошуємо працівників з України
- Робота для іноземцівбез польської
Запрошуємо працівників з України
Роботодавець відкритий для працевлаштування громадян України
Your responsibilities
- Daily environment health check and pre-shift communication.
- Incident queue coverage in shift patterns.
- Communicating with End Users via telephone.
- Clearly document support issues and all steps performed in SNOW ticketing tool.
- Update cases and communicate with clients every day or as required until issue is closed.
- Escalate customer issues through the proper channels.
- Recognize and prioritize tasks arriving to dedicated queue.
- Provide all internal clients with a dedicated, positive and efficient service at all times.
- Be held accountable for measurable objectives including resolution time, case closures, client satisfaction among others.
- Ensure top quality of data for incidents handled by the team.
- Provide end-to-end support and ensure that customer support tickets are resolved to client satisfaction.
- Open to discussing flexible/agile working.
- Resolve technical problems.
- Troubleshoot hardware, software, and networking issues on laptops, PCs, thin clients and mobile devices.
- Support knowledge of Microsoft Office, Internet Explorer, Lync and Windows 10
- Distributing, installing, updating and uninstalling software applications.
Our requirements
- Proven ability to manage work effectively under pressure, to keep things simple, patience and creativity, conflict management skills.
- Manage cases according to defined severities and case priorities to meet client’s expectations.
- Ability to work both individually and in a team environment.
- Solid sense of ownership of client relationships.
- Highly customer focused with ability to provide consistently excellent customer service and professionalism.
- Attention to detail and proactive management.
- Outstanding written and verbal communication skills.
- Excellent team-work and communication/information sharing.
- Fluent written/spoken English and German
- A dedicated problem solver and you are happy to take initiative to improve.
- Committed to ongoing learning and implementing new knowledge.
- Willing to co-operate in a highly collaborative environment.
- Dedication to fostering an inclusive culture and value diverse perspectives
What we offer
- Pension plan
- Training and development
- Internal Mobility
- Other optional
- Language training course
- Mentoring
- Health promotion: Multisport card, sporting events and groups within Credit Suisse (skiing trips, football team, running team, tennis training course etc.)
- Employee discounts on various products and services (event tickets, consumer products, etc.)
- Relocation package
- Employee Referral Program
Benefits
- life insurance
- remote work opportunities
- flexible working time
- parking space for employees
- extra social benefits
- kindergarten / nursery
- christmas gifts
- charity initiatives
Your future colleagues
The Bank User Support Services organization provides remote technical support to our internal clients. Specialist supports standardized end user devices and systems with a focus on aligning IT services with the needs of business based upon an understanding of ITIL practices. This requires a good technical skill-set, great customer service skills, and the desire to continue to expand one's knowledge of technology. These skills will be used in a fast-paced, team oriented and customer service minded environment. Voice IT Support Agent will not only have good technical skills but also excellent customer service, team-work, communication and troubleshooting skills. It is expected to present ownership of the incident, to collaborate with other support organizations to deliver resolution. You will be trained in operation and administration of the Credit Suisse tools; this includes SNOW, Amelia Chat, Anywhere 365 remote assistance tools, request management tools and KMS systems. The position provides exposure to a broad range of IT-related projects and activities. We are a department which values Diversity and Inclusion (D&I) and is committed to realizing the firm’s D&I ambition which is an integral part of our global cultural values.
208339
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Voice Support Agent with German #208339, Wrocław