Job Responsibilities:
- Receive and channel incoming calls, mails or alarms
- Generate incidents: ensure all identified incident problems are logged in the appropriate call handling system
- Try to resolve incidents acc. to guideline, if not possible escalate to 2nd level
- Follow escalation path if there is no workaround or no solutions are available
- Work closely with customer teams to restore service within SLA
- Full ownership over the customer communication process (including follow up):
internal communication, phone communication, mail entry point
- Case management quality follow up
- Quality related projects
Job Requirements/Profile:
- Must be able to speak & write fluent English and French (Dutch would be a plus)
- Working knowledge of OS environments: Windows NT, 2000, XP, 2003
- First experience of technical support, system administration o deployment
- Willingness to develop strong competencies in Microsoft environments
- Excellent phone and communication skills (written and oral)
- Very good organization and coordination skills
- Good working knowledge of Office Pack , Word, Excel, Outlook
- Customer and service oriented
- Technically interested
- Ability to quickly learn technical information
- Ability to take decisions quickly and efficiently
- Committed to provide quality service & results
- Proactive and stress resistant
- Team Spirit
- 24/7 delivery planned for the future (disposability)
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