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ISS Customer and Technical Support - Swedish

Recruiter Name	Convergys
Job Title	ISS Customer and Technical Support - Swedish
Job Type	Permanent Contract, Full-Time Position
Industry	IT Support
Languages	Swedish
Salary	25,000
Location	Dublin, Ireland
Start Date	immediately
Date Posted	about 2 years ago
Expiry Date	2015-10-24

Job Description

POSITION: ISS Technical Support Professional

DEPARTMENT: Operations

REPORTS DIRECTLY TO: Team Manager, Operations

Position Summary

Primary role is to manage reactive customer cases and deliver appropriate technical solutions which leave the customer completely satisfied. This role is a blend of customer interaction and technical problem solving. It is an exciting opportunity to work with one of the most recognised brands in the world, a global leader in server technology, and offers you a chance to further your skills within customer care and information technology. It is also an opportunity to bring your skills to our organisation while providing a quality service to our customers and clients.

If you enjoy delivering quality support and value a satisfied customer as much as we do, please read on!

Role:

· To provide first-line technical support to meet customer expectations.

· Work remotely to diagnose and solve customer problems, over the phone, via web collaboration, email or fax for Industry Standard Servers, and associated hardware and software.

· Dealing with enquiries which can vary from product features, specifications & repairs to configuration assistance.

· Taking full ownership of each customer case, using your independent judgment and experience to diagnose and troubleshoot problems or identify cases for escalation.

· Deliver individual performance based on metrics and related targets.

· Drive customer issue resolution.

· Be responsible for delivering timely, accurate customer support & technical answers and providing a high degree of customer service satisfaction.

· Follow total customer ownership (TCO) program.

· Be a central part of identifying improvement opportunities.

· Achieve and maintain service level statistics as defined.

· Track & document customer & problem information.

· Successfully complete training activities to maintain technical currency, and to broaden product knowledge.

· Responsible for distribution and lifecycle of all incoming customer requests.

· Participate in coaching and demonstrate commitment to personal improvement.

· Perform services consistent with quality standards and procedures based on training and coaching received.

· Maintain acceptable level of productivity and timeliness

· Continually develop technical and customer service skills.

Ref:

Location

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