JOB ADVERTISEMENT Shared Services Multilingual FCR (First Call Resolution) Customer Support Analyst Summary of Position: Provision of first line customer support and account administration of specific business applications for a software company who focus on accelerating global pharmaceutical development. The FCR Shared Services Analyst will provide multilingual support to users globally, via telephone and email. Fluency in English is essential, both written and verbal. Working hours will be determined by a shift pattern, which will be based on the following shifts but will be different to Teams: European Shift 07:00-15:30 CET US shift 13:30-22:00 CET Responsibilities: 1. Provide telephone and email support to users (in their chosen language) 2. Ensure ownership of issues as per the SLA 3. Enter relevant data into the appropriate customer relationship management (CRM) system, and ensure it is kept up-to-date at all times 4. Upload data into CRM system when required 5. Comply with handover and escalation processes 6. Perform account administration activities (e.g. passwords resets) 7. Escalate appropriately to second line engineers and request updates until resolution is provided 8. Comply with quality control program Education and Experience Required: Ideally, you will be a graduate with at least one year’s experience in a Support/Helpdesk role, preferably in an English speaking environment. SKILLSET: Essential • Fluent in written and verbal English • Also fluent in one or more of the following languages: o French o German o Spanish o Italian o Russian • Strong and confident communicator • Excellent telephone manner • Ability to write clear and concise email responses • Customer focused and excellent customer care skills • Competent user of Microsoft Office applications • Excellent problem solving skills • Good attention to detail • Proactive attitude Location: Debrecen More information: Recruitment@misgl, jobs.misgl/
Posted on: Wed, 19 Jun 2013 07:33:34 +0000
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