Technical Support Professional - Russian

[Casper0k]

Description

Position: Technical Support Level 1 – Russian with English
Location; Dublin, Ireland
Reports to: Team Manager, Operations

SUMMARY. This position is responsible for providing problem resolution and world class customer experiences for incoming service inquiries which are basic or routine. May answer inquiries, solve problems, and perform limited troubleshooting using provided scripting and published materials.

Preferred Competencies Responsibilities
Gather and analyze customer input:
• Ability to probe for underlying issues and pose critical questions
• Ability to search and retrieve data from various databases; and to multitask with multiple applications during a phone call
Provide exceptional customer experience: • Ability to recognize and respond to customer needs and demonstrate sincere commitment to resolving customer needs
• Ability to employ a high level of interpersonal and communication skills to move beyond customer frustrations to solve customer problems
• Ability to employ patience and self-control in handling irate customers
Deliver technical assistance based on instruction and pre-established guidelines: • Ability to follow proper procedures and work within established guidelines
• Ability to detect underlying issues
• Ability to troubleshoot technical failures
• Ability to distinguish among data provided and identify relevant information
Provide Technical Consultation and Experience • Ability to “think outside the box” to provide consult to customers on features and benefits of the product both Software and Hardware related
• Provide a world class experience
Ability to work in a time critical environment • Ability to prioritize daily tasks, prepare personal schedule and monitor/adjust to complete tasks
• Ability to handle incoming inquiries effectively and efficiently
• Ability to log all incoming calls and accurately complete case notes in the call tracking database
Verbal and written communication skills to analyze, interpret and address customer needs • Ability to summarize/paraphrase information
• Ability to explain concepts and present technical information clearly; identify the level of technical knowledge of the customer and adjust technical communications to solve customer need
• Demonstrates understanding and commitment to protecting customers privacy and information
• Word processing skills, able to type 25 WPM
Develop Expertise in assigned software and hardware Line of Business (LOB) • Successfully complete training activities to maintain technical expertise, and to broaden product knowledge
• Ability to follow effectively the applicable policies and workflow processes to resolve customer inquiries
• Ability to be flexible and quickly adapt to changing business needs and processes
Deliver Individual Performance based on Metrics and Related Targets • Achieve and maintain to a performance standard, including but not limited to: average handle time, resolution, and customer satisfaction
• Participate in coaching and demonstrate commitment to personal improvement
• Ensure data integrity, accuracy, and timeliness
• Perform services consistent with quality standards and procedures based on training and coaching received
• Maintain acceptable level of productivity and timeliness.
Qualifications

Technical Expertise • Knowledge of and experience with various PC Operating Systems (Win XP, Win 7, etc.)
• Knowledge and experience with Microsoft office
• Knowledge of and experience with gaming consoles or PC gaming systems
• Ability to navigate the internet and use search engines to find information
• Ability to utilize phone system as required
• Experience utilizing, configuring, and troubleshooting the TCP/IP protocol in multiple environments


Job
: Agent - Technical Support
Primary Location
: Ireland-Dublin
Schedule
: Full-time
Shift
: First Shift (Day)
Employee Status
: Regular
Language Fluency Required
: English, Russian




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Casper0k добавил 29.01.2013 в 23:04
Customer & Technical Support Professional I - Russian & English

Role:
Customer Service/Technical Support Professional
This position is responsible for providing problem resolution for incoming service inquiries which are basic or routine. May answer inquiries, solve problems, and perform limited troubleshooting using provided scripting and published materials. This position supports Xbox Customers in the following area: Xbox Live technical and service support of Xbox Live service. The individual in this position must possess strong customer service and troubleshooting skills. In addition, they will be responsible for adhering to personal performance metrics, accepting coaching, and improving their personal performance as instructed.


Role:
• Provide continuous technical support to Xbox Customers via telephone and other electronic mediums for the assigned product category.
• Develop expertise in assigned Xbox Line of Business (LOB) – Hardware, Live, Billing, and/or Retention.
• Deliver individual Performance based on Metrics and Related Targets.
• Responsible for delivering timely, accurate technical answers and providing a high degree of customer service satisfaction.
• Achieve and maintain service level statistics as defined.
• Track & document customer & problem information in call tracking database
• Demonstrates understanding and commitment to protecting customers privacy and information
• Successfully complete training activities to maintain technical currency, and to broaden product knowledge
• Participate in coaching and demonstrate commitment to personal improvement
• Maintain acceptable attendance
• Ensure data integrity, accuracy, and timeliness
• Perform services consistent with quality standards and procedures based on training and coaching received
• Maintain acceptable level of productivity and timeliness




Requirements:
• Leaving certificate or equivalent.
• Excellent Customer service skills
• A minimum of 1 year customer service experience, preferably in a call center environment
• Passion for the customer and customer experience
• Excellent communication skills: verbal, written, probing & reading
• Excellent listening skills
• Ability to gauge customer ability and modify delivery skills accordingly
• Good Technical and troubleshooting skills
• Minimum typing speed of 25 wpm as verified by a formal test
• Understanding of consumer electronics, such as DVD, MP3 or Windows Media Audio, HDTV or DTV, Wireless networking and devices, USB, etc.
• Good knowledge of Microsoft Windows.
• Fluent English
• Explains information in a way that is easy to understand
• Proven capability in searching and creating queries
• Analytical problem solving skills; linear and logical troubleshooting skills
• Ability to handle difficult or irate customers effectively
• Ability to set expectations and deliver information in a positive way
• Ability to learn quickly and adapt to high change environment
• Adapts well to changing circumstances, direction, and strategy
• Knowledge of and experience with gaming consoles or PC gaming systems
• Intermediate level of skills with home networking, as related to file sharing, router setup, IP addresses etc
Qualifications

Requirements:
• Leaving certificate or equivalent.
• Excellent Customer service skills
• A minimum of 1 year customer service experience, preferably in a call center environment
• Passion for the customer and customer experience
• Excellent communication skills: verbal, written, probing & reading
• Excellent listening skills
• Ability to gauge customer ability and modify delivery skills accordingly
• Good Technical and troubleshooting skills
• Minimum typing speed of 25 wpm as verified by a formal test
• Understanding of consumer electronics, such as DVD, MP3 or Windows Media Audio, HDTV or DTV, Wireless networking and devices, USB, etc.
• Good knowledge of Microsoft Windows.
• Fluent English
• Explains information in a way that is easy to understand
• Proven capability in searching and creating queries
• Analytical problem solving skills; linear and logical troubleshooting skills
• Ability to handle difficult or irate customers effectively
• Ability to set expectations and deliver information in a positive way
• Ability to learn quickly and adapt to high change environment
• Adapts well to changing circumstances, direction, and strategy
• Knowledge of and experience with gaming consoles or PC gaming systems
• Intermediate level of skills with home networking, as related to file sharing, router setup, IP addresses etc


Job
: Agent - Technical Support
Primary Location
: Ireland-Dublin
Relocation Offered
: Yes
Schedule
: Full-time
Shift
: First Shift (Day)
Employee Status
: Regular
Language Fluency Required
: English, Russian

[Casper0k]

Unfortunately all Russian recruitment is now on hold!

[igorso]

есть похожая тема по работе , пишите помогу чем смогу!