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Job Description
Service Desk Agent Trainee
Requirements
Must have:
Team work
Creativity
Stakeholders Focus
Customer Service Orientation
Development of Others
Information Management
Alliance Development
Negotiation and problem solving
Multitask
Self-Learning
Responsibilities
Able to attend costumers calls with a previous shadowing process
Register all Service Requests within the scope of the project
Register all incidents within the scope of the project
Solve the service requests within the expected Service level.
Document all the solutions in a comprehensible language for the Client.
Transfer tickets to the correct support group when the Client has called the wrong queue.
Assure the Client satisfaction regarding the solution offered.
Provide daily follow-up to open service requests that have not been closed
Responsible for attending customer phone calls and tickets.
Document new KBA
Required Languages
English Advanced 80- 95%