Business services support specialist (m/f)Luxembourg LU Référence : 120180704092454 - Date de publication : 04/07/2018
Description de l'offre
Provide ongoing customer helpdesk support of business applications:
Deliver a first level support service receiving incidents and service requests from various routes including telephone and e-mail;
Ensure a prequalification of all support tickets and maintain incident tracking system updated from the input of issues through the resolutions, including any necessary escalation;
Maintain a high degree of customer service; provide status updates to customers and verify the quality of service when incidents are closed;
Manage and safeguard the confidentiality, performance and availability of our
Identify and report issue to second level teams if need exists:
Associate incidents to known errors or problems;
Allocate technical calls to the relevant resolver group, initiate escalation procedures and manage incidents.
Provide reporting \ Helpdesk procedures:
Preserve and grow the knowledge of help desk procedures, products and services;
Document all identified solutions in the Knowledge Management platform.
Participate in new customer projects.
Fluent in German, French and English (both oral and written)
Education level: Bac+2 / Bachelor in Technical Studies
At least 2 years experience in remote technical support gained in a similar environment;
Experience in the payment industry would be a very strong advantage;
Ability to use Ticketing systems and disposition tools, MS Office, Internet, Outlook;
Curious, passionate for IT and self-learner;
Knowledge of IT networks and Operating Systems is a strong asset;
Service minded, active listening, attention to detail and result oriented profile;
Ability to communicate verbally and in writing with both technical and non-technical users;
Flexibility, ability to work under pressure and stress with customers;
Strong organizational and multi-tasking skills;
Great adaptability and team spirit.
Description de l'entreprise
Fort d'une expérience de plus de 30 ans dans les Ressources Humaines, SOFITEX est un réseau international de Travail Temporaire et de Placement en CDI. SOFITEX fonde sa dynamique et son succès sur le professionnalisme de ses équipes, sa forte réactivité et sa proximité.