Technical Support Executive

Requirements

• Good technical knowledge in supported customer specific Hardware and SW environment
• Knowledge of customer service principles and practices
• English language skills are additionally implied
• PC literacy, especially usage of Microsoft Office package
• Willingness to work in shift models, based on customer requirements
• Industry Knowhow preferred

Responsibilities

• Guide customer according to solution trees and knowledge base to solve incidents and service requests (e.g. Password resets, SW configuration, etc.). If not successful inform customer about next steps.
• If necessary cancel a customer incident at customer's request or update the information in the ticket and answer on customer enquiries regarding status of request processing (e.g. Engineer Time of Arrival).
• Ensure high levels of customer satisfaction with individual calls.
• In dedicated cases ...