Service Desk Analyst

🕒 il y a 14 jours

Postuler Maintenant

Trouver des Emplois à Distance Similaires

Recevoir des emails pour des emplois à distance

📊 Vérifiez votre score de CV pour ce poste

Améliorez vos chances d'obtenir un entretien en vérifiant votre score de CV avant de postuler.

Télécharger le CV

Infios

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Nous améliorons sans relâche les chaînes d'approvisionnement. Pour tout le monde. Quelle que soit la taille de votre entreprise. Quel que soit votre objectif. Peu importe le défi. Quel que soit votre point de départ. Nous vous rencontrerons là où vous êtes pour créer l'avenir dont vous avez besoin.\n\nAvec un portefeuille de solutions adaptables, nous donnons aux entreprises de toutes tailles les moyens de simplifier leurs opérations, d'optimiser leur efficacité et de générer un impact mesurable.\n\nInfios sert plus de 5 000 clients dans 70 pays, fournissant des technologies adaptables et innovantes qui évoluent avec les besoins changeants des entreprises.

Description

• Provide comprehensive support through both phone and ticketing system. • Gather initial information to understand and troubleshoot software-related issues. • Document all relevant information accurately in the ticketing system. • Assess and triage support cases, routing them to the appropriate internal teams. • Maintain clear and concise communication with customers and internal teams. • Meet defined SLAs for first response and resolution of support cases. • Collaborate effectively with internal teams, external partners, and third-party vendors. • Escalate tickets to appropriate teams or levels of support when necessary. • Maintain a low percentage of cases escalated due to case hygiene or failure to meet SLA. • Handle critical responses and escalate cases based on severity. • Maintain a low call unanswered rate to ensure customer phone calls are promptly addressed. • Resolve issues based on defined runbooks, policies, and procedures. • Curate various types of documentation utilized to expand the footprint of the Tier 1 service. • Utilize active listening, empathy, and other emotional intelligent skills to properly handle customer interactions. • Meet or exceed the defined required customer service satisfaction score.

🎯 Exigences

• Strong customer service skills and ability to multi-task • Strong analytical, troubleshooting, and problem-solving skills • Ability to prioritize tasks and self-manage • Ability to quickly learn and expand knowledge in relevant processes and application as part of day to day. • Excellent listening, oral, and written communication skills with strong interpersonal skills. • Possess strong sense of teamwork, integrity, and positive attitude. • 0-1 year technical customer support experience. • Fluency in English

🏖️ Avantages

• Inclusive workplace culture • Opportunities for professional growth and development • Equal opportunity employer