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Support Specialist Tier 1
Upstream Risk Management Ltd
Sokolovská 115, 180 00 Praha 8-Invalidovna, Czechia
full-time
Earliest 15 May 2024
47 500 - 58 000 Kč/monthMeal allowance, multisport card
Information about the position
Job description, responsibilities and duties
We are looking for a Tier 1 Support Specialist to join a Global Security Technology Help Desk team for a tech giant. The support specialist will join a global team of help desk professionals who are collectively responsible for responding to reported security device issues from hundreds of locations across the globe. You will be responsible for the intake of reported security device issues, programming requests, triage of those requests, execution of response run books, and engagement of partner teams where necessary. You will also serve as the primary customer point of contact on all incoming requests and will be responsible for any follow-up communications.
Location: This role is required to be in-office a minimum of 5 days per week (Prague)
Key Responsibilities
- Attend training on internal tools, software systems, basic hardware architecture, and terminology. Maintain functional-level knowledge of these tools and attend refresh training as needed.
- Communicate with customers, stakeholders and team members using phone, email, internal instant messaging tools, and live chat. Utilize response templates to ensure communications are consistent and within guidelines.
- Review incoming service requests from any of our hundreds of global corporate office locations.
- Using pre-defined run books and response templates, engage with customers through the corporate device ticketing system.
- Perform limited, view-only queries into the corporate security management software to verify and triage device outages.
- Collect information needed to make key decisions on next steps to resolve reported issues
- Engage Tier II service professionals who are responsible for completing the run books, dispatching external partners for on-site repairs, and executing programming updates as needed.
Qualifications
- Basic computer skills, including proficiency with Microsoft Office tools including Outlook, Word, and Excel
- Ability to speak, read, and write English with a high degree of proficiency
- Minimum of high school or equivalent education
- Customer service experience
- Free access to the labour market
Preferred Qualifications
- Prior customer service experience in a technical role (i.e., IT)
- Knowledge of computer and/or network hardware concepts and terminology
Employee perks, benefits
Meal allowance, multisports card, experience with one of the world's largest tech companies
Information about the selection process
Requirements for the employee
Candidates with education suit the position
Educational Specialization
Language skills
Other knowledge
Customer service - Skillful
IT experience - Basic
Number of years of experience
The position is suitable for a fresh graduate
Personality requirements and skills
Exceptional customer service, written and spoken English are essential, along with literacy in Microsoft Office. Working knowledge of IT systems, and enterprise level security technology are beneficial, though those with expertise in these areas should search for our Tier 2 level support specialist role.