Technical Support Specialist with Romanian and English- 24/7

Job Description

The objective of the L1 Agent with Romanian is to deliver in-depth End-user support and strive to deliver a high level of resolution upon the first contact with the End-user. The L1 Agent with Romanian will use all available knowledge tools and resources, call tracking tools and remote-control software to achieve the defined service level objectives. They are required to quickly diagnose and triage issues, resolve Incidents and/or dispatch to the appropriate Resolution Group. They are expected to deliver a high level of customer satisfaction. 

Responsibilities:

• Handle contacts promptly and professionally and ensure delivery of all SLAs
• Create a Ticket for new contacts into the Ticketing Management Systems
• Identify and resolve Customers’ request, problem or incident using the relevant knowledge base tools and other technical resources
• Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated daily and every effort is made to deliver service levels
• Fully document every ticket as per the internal quality assurance standards
• Comply with all internal ticket management processes
• Present a positive, effective and flexible contribution to achieving team targets and objectives
• Complete desk specific or ad hoc tasks
• Protect confidential and sensitive information and materials
• Collaborate with other team members to provide high quality support
• Be available for work at the scheduled shift start time and be logged on the telephone system

Requirements:

• Willing to communicate with business customers
• Excellent time-management skills
• Interested in resolving technical issues
• Proficient in Microsoft Office
• Team player
• Good analytical and troubleshooting skills
• Fluent in Romanian, confident in English 

What we offer:

• Competitive remuneration package
• Referral bonus program
• 24 days annual paid leave
• Additional health insurance (outpatient & hospital medical care, dental care, coverage of dioptric glasses, and more)
• Free Psychological Counselling via Green Line and on the spot
• Newborn or newly adopted child bonus
• Food vouchers - 77.00 EUR /month
• Upskilling & reskilling training programs and e-learning hub
• Recognition awards
• Sports cards (partially covered by the employer) and company sports initiatives
• Special company discounts
• Various social and charity initiatives