Raspisuje konkurs za

Help Desk Representative (Bilingual - English and French) - NCR Corporation

Broj mesta 6
Lokacija Beograd, Srbija

Position Summary & Key Areas of Responsibility
  • Position requires the ability to act as single point of contact for NCR Financial customers with Incident Management Services;
  • Accountable for continuously receiving and handling high volumes of customer calls
  • Responsible for service requests from customer and resolution of problems; Generate daily and weekly incident reports; Review incident history to determine recurring faults
  • Monitor ATM networks
  • Determine priority based on problem information and documented guidelines; Provide accurate solutions to user problems
  • Use tools to remotely access customer equipment to diagnose and resolve customer problems
  • Record information into the HDS (Help Desk Solution) system; Document, verify and make appropriate corrections to the incident record and customer profile; Updates work orders and provides status information
  • Escalate customer problems both internally and externally, when required and according to defined escalation paths
  • Acquire and maintain current knowledge of relevant product offerings and support policies
  • Participate in team projects that enhance the quality or efficiency of help desk service
  • Contribute as a team member; participate in objective setting, performance management, reward and recognition programs; Write knowledge articles based on lessons learned in resolving customer issues; participate in special projects as assigned to continuously improve processes, tools, systems and organization
  • Requires rotation in work hours involving weekend, holiday or extended hours

Basic Qualifications
  • High School Diploma
  • Must be bilingual in English and French
  • The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken)
  • Basic PC/Microsoft Office skills and telephone skills

Preferred Qualifications
  • Associate’s Degree
  • Previous experience in a Customer Support and/or Helpdesk environment
  • 1+ years of related experience
  • Self-driven and results oriented. Ability to work under pressure within flexible working hours
  • Communication skills: Ability to effectively communicate with customers while protecting the company's position, ability to gather, organize and present information in a focused and concise manner, ability to listen and foster open communication

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Rok za prijavu 22/11/2018
Gradovi: Beograd
Kategorije: Administracija, računovodstvo, revizija, Jezici, prevođenje, književnost, Ostalo
Rok za konkurisanje: 22.11.2018.god. u 23:59
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