Support Desk Analyst
2015-06-11
Our client is an international company specializing in e-commerce. Could you be the right person for the following role?
We are looking for an enthusiastic, customer and service oriented candidate with excellent English who will provide end to end management of incidents and service requests reported by clients, achieving first time fix where possible or escalating them to the designated teams.
Responsibilities:
Answer clients’ calls, make sure you fully understand the nature of the problem (web-related issues)
Log tickets in a clear, concise manner
Resolve issues and escalate where necessary
Document each step in the process and update knowledge-base when appropriate
Perform analysis to determine commonly occurring problems and recommend solutions
Create and deliver client training material
Inform customers and users of new releases, changes and availability in a timely manner
Share knowledge with other team members and suggest improvements to process
Prepare reports
Provide paid on-call support during out-of-business hours (10pm-8am) around 10 days/a month
Requirements:
Excellent written and spoken English (min. C1)
Confident telephone manner in English
Previous experience in customer service environment
Technical person– previous PHP experience or experience with an ecommerce operating platform would be advantageous
Previous experience of using Jira and Confluence would be advantageous
Good knowledge of MS Office (Excel, PowerPoint, Word)
Ability to write manuals/documents in English
Ability to create and understand processes
We offer:
Great working conditions
Friendly team
Career growth
Benefits
If you are interested in this position please send your CV to balcarova@hays.cz
