Level 1 Support Agent

Job Details

Location
Lisbon
Experience
Junior
Annual Salary Range
€15.000,00 - €20.000,00

Job Tags

NetworkRoutingSwitching

Company Information

They develop holistic solutions for hoteliers. With more than 20 years of proven hospitality experience, the company is the market leader in innovative Property Management, Internet Access, TV Systems, Locks and Interior Equipment, as well as Hospitality Services with the Dashboard at the center. Headquartered in Stockholm with 23 offices across EMEA, has 600 dedicated staff serving already over 8,000 unique hotels.

 

 Description

  • Own overall relationship with assigned clients, which includes customer on-boarding, training and high levels of customer satisfaction

  • Handle a large volume of inbound and outbound calls in a timely manner and efficiency

  • Identify and address customer needs with a goal of complete satisfaction

  • Provide expert answers to questions about products, and availability, while presenting the value of our portfolio of products to customers

  • Meet customer service targets and objectives

  • Follow communication guidelines and use knowledge of the company’s products and services to go off-script when necessary under minimal supervision

  • Identify customer needs, research issues, resolve complaints, and provide solutions

  • Maintain ownership of calls throughout the lifecycle of the caller’s request, including follow-ups with end-users and escalation team

  • Recommend improvements to systems and processes for improved organizational efficiency

 

Responsibilities

  • Build positive relationships by going above and beyond with customer service, ensuring all questions, cancellations and confirmations are addressed appropriately

  • Meet daily personal/team qualitative and quantitative targets, and achieve all service, productivity and quality objectives

  • Create and maintain case management records of daily problems and remedial actions taken in a call center database

  • Build expert and dynamic knowledge of company products and services

  • Research information using available resources to satisfy customer inquiries

  • Build rapport with customers by engaging with them in an inviting, friendly, and professional manner, to deliver exceptional experiences nurture lasting relationships

  • Respond quickly, professionally, and accurately to all customer inquiries regarding requests, incidents, status updates, and complaints

  • Facilitate interaction and workflow between support team members, including third-party service providers, to ensure on time resolution of issues

Main requirements

  • Passion about networking, software, information technology or computer science

  • Some knowledge in technologies, such as: Routing, Switching, Wireless, Software or Network programmability

  • 1-2 years of experience in both technology and customer-facing roles.

  • Mitigation - Approaches problems with a mitigation-first mindset working towards minimizing the impact for customers but collecting any necessary information for later analysis.

  • Problem-solving - Has a top-down approach to problems, breaking them in smaller pieces and solving them by starting with a wider scope and narrowing it down as the analysis progresses.

  • Has critical thinking, so is able to analyze information objectively and make a reasoned judgment.

  • Interest in communicating with different cultures (fluency in English).



 Nice to have

  • Knowledge of Computer Network and protocols.

  • Knowledge related to troubleshooting performance issues and identifying performance bottlenecks.