Czech customer support, Budapest
Reference: TEBU
About Budapest:
As the capital city of Hungary, Budapest has a rich history, vibrant commerce, and excellent gastronomy. One of the most well-known cultures is their bath culture, there are thousands of visitors here to enjoy the local thermal water and sauna.
About the job:
Working within one of the organization’s campaigns the successful candidate will be responsible for providing comprehensive Voice and Email support to its Customers. This will range from offering end-user support to coordination with vendors, client problem management teams & other teams whilst delivering a high level of customer service and quality of service.
Key responsibility:
- Voice Support & Email technical Support to ensure closure as per ITIL Incident
Management process.
Follow-up/ update ticket for every call to ensure timely closure.
Call ownership, drive to resolution, and communication with customers. - Perform Life Cycle of the Incident Management Process, starting with Incident Logging to Call Closure and customer satisfaction survey.
- Telephonic support to End Users and co-ordination with Vendors, Client Problem
The management team and other Towers. - Proactive monitoring & Perform documented Escalation process.
- Troubleshooting on Application Support (Off Shelf or Customized)
- Troubleshooting on Printers & MFDs
- Troubleshooting VPN software and Collaboration tools
- Troubleshooting on Password Reset tools and Remote Control tools
- Troubleshooting of MS Windows & Office, Desktops, Laptops, iPAD Peripherals, and Networking
- Troubleshooting Application and Workplace IT & Communications & Collaboration
Support (including IP Telephony) - Interaction with internal and external stakeholders
Required Qualification
- Experience – Essential
- Exposure to a similar role for a minimum of 6 months.
- Fluent in English, both oral and written.
- Native Czech speaker.
Experience - Desirable
• 1 year or more experience in a similar role.
• Experience in Desktop support, application support
• Exposure to ITSM ticketing tools
• Working knowledge of ITIL framework.
Skills and Knowledge
• Accredited certification on maintenance of PCs, mobile devices, laptops, operating
systems and printers.
o Preferably –
CompTIA A+ / Microsoft Certified Desktop Support Technician (MCDST)
Comp TIA PDI+
Microsoft Office Specialist (MOS)
ITIL Service Desk Institute – Analyst.
• Excellent verbal and written communication skills.
Please submit your CV and Cover letter in English.
If you have any questions, feel free to get in contact with our recruiter!