M Plus Serbia is a Business Process Outsourcing company, and Customer Care is our core. Individual dedication, team expertise, and passion involved in each interaction with clients and customers represent our commitment to reliable service delivery.
We are looking for new colleagues to step into our Technical Support Specialist role!
If providing direct/remote resolution support through assessing the root cause of problems and informing customers on steps to resolve problems seems interesting to you, take a closer look at Technical Support Specialist's main duties:
Manage incoming service requests in a timely, efficient, and effective way
Plan, prioritize, assign, and monitor all open requests, ensuring the prompt delivery of service to meet our contractual terms and conditions
May provide service to critical customer accounts or enhanced/premium service accounts
Daily monitoring of work queue during assigned hours or shifts
Provides continuous feedback on process improvements to increase remote resolve impact via increased efficiency and more targeted screening practices
Address questions asked by customers and is able to proactively seek information and/or escalate when needed to ensure accurate and timely response
Perform other corresponding duties and tasks in accordance with their qualifications, as directed by Employer
Deliver on predefined priorities and ensure SLAs are achieved
What we expect from you:
Basic technical knowledge of hardware and software
Basic aptitude in Microsoft OS and Office suite
English - proficient spoken and written knowledge
Ability to explain technical issues to technical and non-technical employees and customers
Strong analytical and problem-solving skills
Even better if you have:
Previous experience working in help desk, logistics or similar
Advanced computer skills in Microsoft Office Suite and web applications
Experience presenting to small and large groups in a complex and highly diverse workplace
Ability to research, extract, analyze, and manipulate data with minimal supervision and communicate results proactively
Superior attention to detail and organization skills
Ability to multitask, shifting between multiple priorities and tasks with a high degree of accuracy
What you will get from us:
Competitive and regular earnings
Opportunity to develop skills through training
Work in a large, international team
Advancement opportunities/Career development
If you want to give yourself a try in the new role, apply and join us!
Only shortlisted candidates will be contacted. Good luck.
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