Title:
Help Desk Representative – French Speaker
Location: Belgrade, Serbia
Position Summary & Key Areas of Responsibility
- Position requires the ability to act as single point of contact for NCR Financial customers with Incident Management Services;
- Accountable for continuously receiving and handling high volumes of customer calls
- Responsible for service requests from customer and resolution of problems; Generate daily and weekly incident reports; Review incident history to determine recurring faults
- Monitor ATM networks
- Determine priority based on problem information and documented guidelines; Provide accurate solutions to user problems
- Use tools to remotely access customer equipment to diagnose and resolve customer problems
- Record information into the HDS (Help Desk Solution) system; Document, verify and make appropriate corrections to the incident record and customer profile; Updates work orders and provides status information
- Escalate customer problems both internally and externally, when required and according to defined escalation paths
- Acquire and maintain current knowledge of relevant product offerings and support policies
- Participate in team projects that enhance the quality or efficiency of help desk service
- Contribute as a team member; participate in objective setting, performance management, reward and recognition programs; Write knowledge articles based on lessons learned in resolving customer issues; participate in special projects as assigned to continuously improve processes, tools, systems and organization
- Requires rotation in work hours involving weekend, holiday or extended hours
Basic Qualifications
- High School Diploma
- Must be bilingual in English and French
- The candidate will have an aptitude for providing positive customer service and good communication skills (written & spoken)
- Basic PC/Microsoft Office skills and telephone skills
Preferred Qualifications
- Associate’s Degree
- Previous experience in a Customer Support and/or Helpdesk environment
- 1+ years of related experience
- Self-driven and results oriented. Ability to work under pressure within flexible working hours
- Communication skills: Ability to effectively communicate with customers while protecting the company's position, ability to gather, organize and present information in a focused and concise manner, ability to listen and foster open communication
Deadline for applications: 17.11.2018.
NCR d.o.o. Beograd
NCR korporacija, sa sedištem u Atlanti, je vodeća kompanija u oblasti softvera i pružanja usluga u sektoru finansija, maloprodaje i ugostiteljstva. Kao tehnološki partner koji vodi poslovanje svojih klijenata, NCR upravlja njihovim procesima bilo da su banka, prodavnica ili restoran, dok se oni koncentrišu na srž svog poslovanja. Svoje poslovanje u Srbiji NCR je započeo 2011. godine, kada je zapošljavao oko 300 ljudi. Danas u Srbiji radi više od 5 000 talentovanih ljudi koji poseduju stručna znanja…
Više o poslodavcu