Danish Technical Support Representative

Job Description

The person in this position will work in a team environment to support the customers with technical issues. The role requires a high level of technical knowledge with an equal focus on delivering an exceptional customer experience via both telephone and email in a timely and efficient manner.

Responsibilities:

• Deal with customer contacts in an effective, efficient and courteous manner.
• Troubleshoot all known/unknown issues with a specific product.
• Follow agreed technical support processes and procedures.
• Maintain clear documentation of all issues/troubleshooting.
• Research solutions to customers’ unresolved problems.
• Resolve outstanding cases within the timeframe set and agreed by client specific, Technical Specialist or Team Lead.
• Report all new findings to appropriate client specific Team Lead.
• Escalate outstanding issues to client specific Level 2/3 TSR when all troubleshooting has been exhausted.
• Support the client specific Team Lead to ensure an effective service.
• Achieve the agreed utilisation rate set and agreed by line manager.
• Adhere to client specific policies.
• Represent the client with the highest level of professionalism.
• Ensure familiarisation with all client specific media and hardware
• Deliver an effective, efficient and accurate test service when involved in a client test project.
• Perform any other duties relating to the tech departments as and when required.

SKILLS

Essential Criteria:

• Fluency in written and spoken  Danish  and English
• Customer Focus – 6 months outstanding customer service experience in a service driven environment
• Specialist Expertise
• Good knowledge of appropriate Windows operations systems.
• Good knowledge of Hardware and PC configuration.
• Good knowledge of Bluetooth technology
• Working knowledge of troubleshooting complex technical issues
• Good time management skills.
• Knowledge of the Internet.
• Working with Others - Demonstrates experience of working in a team based environment supporting the team in achieving the highest quality standards and takes an active role in generating team morale
• Planning & Organising - Ability to multitask, plan and prioritise workload
• Effective Communication - Excellent communication skills both verbal and written
• Resilience - Demonstrates resilience and ability to work on own initiative
• Problem Solving - Demonstrates problem solving and troubleshooting skills
• Responsibility for Results - Demonstrates ownership and accountability to achieve deadlines and targets

Desirable Criteria:

• 2 years outstanding customer service experience in a service driven environment
• 1 years experience in a technical support role
• An understanding/working knowledge of networking

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