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1 Native Danish & 1 Native Norwegian Technical Helpdesk Agent ! ! |
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Written by Team Scandi-jobs.com
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General Summary
To assist customers by providing and selling solutions to technical queries:
Provide excellent technical support in both software products and our full range of Client's hardware products.
Maximise revenue streams in Client's Services.
Maximise customer satisfaction for Client's Services.
Principal Duties and Responsibilities
Sells and provides support on Client's products to customers whose
service contract has expired. Sells and provides support on variety of
software products for customers who are in, and out, of service.
Analyses customer need, defines, sells and delivers appropriate solution
Proactively searches for opportunities to sell.
Identifies and resolves issues affecting customer client systems
Sells and delivers appropriate services to the customers
Ensures that all own calls are personally owned through to completion or escalated if necessary.
Monitors own sales/quotation backlog through to completion
Good understanding of services available and works proactively to target appropriate service to solve customer queries
Uses troubleshooting techniques and tools to identify technical defects/issues
Assumes a proactive role in technical support call avoidance by identifying known problems and documenting resolutions
Actively supports the customer in all aspects through to problem
resolution, keeping the customer informed and updated throughout life
of incident
Dependable attendance is a requirement of the job
Knowledge, Skills and Abilities
Excellent telephone and customer handling skills
Excellent interpersonal skills
Excellent soft skills; listening, emphathy
Ideally has Telesales experience (minimum 6 months) OR strong motivation to work in sales environment
Ability to prioritise
Good time management skills
Self starter as well as able to work as part of a team
Thorough working knowledge of all software currently shipped with Client's products with advanced knowledge of legacy operating systems and all of the following legacy operating systems: Windows Me, Windows 2000 and Windows XP
Thorough working knowledge of PC architecture/technology
Thorough working knowledge of Client's supplied applications
Ability to work proactively to determine courses of action based on given guidelines
Ability to analyse and solve technical problems related to client products by investigating potential solutions using troubleshooting skills
Thorough understanding of Ms Office applications
Education/Certification
PC Maintenance Certification (A+), (N+)
Industry Standard Certification (for example: MCP, MCSE, MCSE+I, MCSA, CNA, CNE)
Ideally has at least one year experience of providing a high level of customer service
Previous experience in a sales environment /sales experience will be a distinct advantage
Competencies
Managing Work
Drive for Results
Time Management
Managing and Developing Yourself
Dealing with ambiguity
Customer focus
Motivating Others
Functional Technical skills
Excellent telephone skills
Excellent technical problem resolution skills
High motivation and ability to sell and solve customer queries
Fluency in English is desired
Excellent written and verbal communication skills |
