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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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Location

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