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ISS Customer and Technical Support - Swedish

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.

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