2nd Line Helpdesk Engineers - Russian or French or Geman speaking

Service Support Engineer French - English(2nd line) or German-English or Russian-English
Amsterdam region

Purpose Of Role:
Front line people performing all the functions of the 'Customer Helpdesk' role and additionally providing in-depth technical support to customers through network or equipment monitoring, localisation and remote repair.
Key Responsibilities:
 Technically aware customer service agents who demonstrate excellent customer care skills (e.g. owning, driving, communicating/updating and all 5 company values) such that customers that they call/call them are left 'delighted' with the experience.
 Manage supplier activities (e.g. really driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements).
 Manage resolver group activities (e.g. really driving/escalating resolver group and other service desk's agents to dispatch and repair faults to meet our service level agreements).
 Act as single point of contact for customers for all enquiries (e.g. billing, changes, ...)
 Coach other agents on specific skills, needed to increase the level of customer service.

Business Impact:
 High impact on customer satisfaction and retention.
Authority/Decision Making:
 Able to make most technical decisions. Refers non-standard customer queries/escalations upwards.

Qualifications:
 Fluency in French and English
 Individual can act as customer champion with increased responsibilities for a certain (set of) customer(s)

Skills/Experience:
 Requires 6 -12 months of in depth technical training plus several years of experience (e.g. 'expert' depth on 2-3 technologies or 'high' depth on 8-15 technologies). Example CCNA/CCNP Cisco level.
 Must understand the products and services that they represent to a solid 'basic' level (e.g. same as Sales roles) and in depth operational and service processes. These people are not 'script-driven'.
 Able to understand complex combination of products when solving an incident
 Able to make most technical decisions without seeking support
 ITIL v3


For more info:

seda Cin
Recruiter 0793638200
scin@aerotek.nl