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Njoftim

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    Help Desk Representative

    Help Desk Representative










    JOB DESCRIPTION​

    Role Title:Help Desk RepresentativeDepartment:Field MaintenanceReports to (role title):Project Manager

    Role Purpose:Support Customer on direct contact channels & Email. Provide superior experience by resolving customer issues and deliver brand promise.

    Key Accountabilities:
    Strong communication, both written and verbal
    Great active listening skills
    Exceptional interpersonal and rapport building skills.
    Strong time management and organizational skills
    Adaptability and flexibility
    Comfortable working in fast-paced environments
    Troubleshooting skills, good knowledge of MS Office and Dynamics 365
    Computer literacy
    Identifying, escalating priority issues and reporting to the high-level management.
    Expertise in the customer service area and technical support


    Knowledge / Skills / Experience required: (Include Professional / Technical and Personal Attributes)
    Bachelor’s degree
    1 year experience preferable in similar areas of customer support

    Technology literate, great communication skills, multitasking, flexible, team player


    Key Metrics & Relationships:First Response Time.
    Customer Satisfaction Score.
    Resolution Rate.
    First Contact Resolution Rate.
    Customer Retention Rate.
    Ticket Volume by Channel.
    Critical management

    Relationships:
    Project Manager, Team Leader, Technician.


     




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    [email protected] | 0686002623
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