Helpdesk operator - Ульяновск - вакансия 77328
Ростелеком макрорегион Волга
Дата обновления: 04.02.2016
Город: Ульяновск
Профессия: Программисты, ИТ, телеком
Тип занятости: Не имеет значения
Текст вакансии:
Provide technical support service, answer support queries via phone, email and customized Ticket System. Answer incoming calls from users & customers, answer inquiries and questions, handle complaints, register incidents and service requests into system, escalate tickets, troubleshoot problems and provide information.Support various Software Vendor packages including but not limited to: Microsoft, Symantec, Adobe, Kaspersky, etc…
Provide excellent customer service in completing customer’s requests/issues/incidents/technical troubles efficiently and in a friendly, professional manner.
Service customer enquiries determine customer needs and provide solutions with regards to their requirements.
Main Job Task
answer calls, respond to emails (deal with 1st line issues logged to the IT Helpdesk via telephone and email)
▪ register incoming tickets in service desk system (Jira service desk). Resolve tickets. Raise tickets for issues that cannot be solved at 1st line
▪ handle customer inquiries both telephonically and by email
▪ research required information using available resources (service desk, help desk, FAQ portal – Jira Confluence)
▪ manage and resolve customer complaints
▪ provide customers with product and service information
▪ enter new customer information into system
▪ update existing customer information
▪ process orders, forms and applications
▪ identify and escalate priority issues
▪ route calls to appropriate resource
▪ follow up customer calls where necessary
▪ document all call information according to standard operating procedures
▪ complete call logs
▪ produce call reports
Требования:
high school diploma or equivalent
proficient in relevant computer applications
required language proficiency
basic PC hardware fault finding skills (preferred)
advanced MS Office skills: Microsoft word, excel, PowerPoint, outlook
knowledge of base IT service principles and practices
good data entry and typing skills
knowledge of administration and clerical processes
some experience in a call center or customer service environment will be highly regarded
knowledge of ITILL will be highly regarded
good knowledge of IT platforms, equipment and applications (preferred)
Key Competencie
good English
good Russian
verbal and written communication skills
listening skills
problem analysis and problem solving
customer service orientation
organizational skills
attention to detail
judgment
adaptability
team work
stress tolerance
resilience
Условия:
Постоянная, полный день, работа на территории работодателя
Оформление, отпуск, больничный и пр. по ТК
1. Primary operator. Day time hours (office work)
2. Secondary operator. Evenings & night time (from home)
Salary
Salary ranges from 15 000 rub to 30 000 rub per month for between daily, evening and nightly work depending on the abilities and experience (based on interview), day time hours (office work) are the most complex and highly paid. For primary operator salary ranges from 22 000 rub to 30 000 rub (including taxes).