We are looking for Service Desk Analysts for the European Centre of Excellency.
Opportunity to join a growing project in our company.
• Is in charge of technical assistance services and provides a first line support service;
• Register the calls in the Help Desk Management tool according to the agreed procedures;
• Provide remote technical assistance to the customers in order to solve the problems related to the product use or a malfunctioning order;
• Answer customers’ calls, collect inquiries, analyze users’ requirements and provide telephone/email/network based support to the customers
• Report the customers’ problems to the relevant department, identifies and communicate the solution to the customer;
• Involve the company’s technical assistance resources for a customer service visit when a remote solution is not possible;
• Follow up the incidents until their resolution or their closing;
• Alert the Help Desk Supervisor or Help Desk Manager in case of issue;
• Update and complete the helpdesk knowledge database,
• Keep himself updated on the company products;
• Act as a reference for his colleagues;
• Share the information with the other team members and the management;
• Contribute to the integration of new colleagues (training, monitoring);
• Contribute to the improvement of the tools and procedures (reserved for the Senior Help Desk Operator);
• As required, assist or provide training for clients.
Education & experience:
· College certificate or equivalent experience (12 years of studies);
· If possible, previous experience in Service Desk Operation;
· Knowledge of Pharma industry is a plus.
Skills & Competencies:
· Native speaker in Portuguese;
· English – Professional proficiency;
· Windows Operating System;
· Microsoft Office.
· Strong Communication Skills;
· Customer service experience;
· Problem solving skills;
· Ability to think logically;
· Ability to work under pressure;
· Team player;
· Ability to learn quickly;
The selected candidates will be contacted within a maximum of 15 working days.
Você tem que entrar na sua conta para poder candidatar-se a esta oferta.