Service Desk Administrator (SDA)

Tek Experts Vietnam

Địa điểm làm việc: Hà Nội

Hết hạn: 22/03/2023

Chi tiết công việc
Giới thiệu công ty

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Job Description

Overview

We're seeking a Service Desk Administrator with excellent customer service skills to serve as a communication channel between customers and the technical team. You will manage customer expectations and set the organizational standard for customer engagement.

A career in tech. Work with the biggest and best names in technology.

We are looking for teammates who want to be part of the tech movement. People who want to progress their career now and gain experience for tomorrow. We celebrate diversity in every way. In fact, it's the reason we've grown so fast. If you like being part of a global team, are passionate about technology and creative problem solving, and want to leave a mark bigger than yourself, we should talk.

Responsibilities

The Sales Support & Customer Care (SSCC) team is a unified group that supports Micro Focus sales operations, entitlements, post-sales and Customer Success . As a member of the SSCC team, your typical day will be a balance between individual reporting efforts and collaboration with your teammates to share best practices and understand each other's goals. Daily workflows often begin with reviewing priorities and assignments and include communicating with case stakeholders, investigating requests, and internally collaborating with sales or internal support teams.

This role will:

Serve as first point of contact for customer inquiries, handling requests through chats, inbound calls, and emails, within established turnaround times.
Mediate between customers and the technical team.
Document customer requests in appropriate tracking tools to maintain information and track success.
Monitor incoming requests and ensure that all client tickets are assigned, checked, and updated daily, following up to ensure that issues are resolved completely, accurately, and timely.
Prepare reports on customer inquiries and handling.
Participate in forums, chat groups, and attend trainings and meetings with direct managers.
Adhere to all internal and client policies and procedures and monitor queue to ensure fulfilment of service level agreements.
Serve as back-up for colleagues as needed, ensuring case progress.

Qualifications

Sales Support & Customer Care is a good fit for you if:

You're customer-obsessed, take the initiative, and exceed expectations.
You have a passion for IT solutions & service.
You're proficient in both written and spoken English (being bilingual is preferred).
You have excellent communication and negotiation skills.
You're self-motivated and accountable for meeting your obligations.
You're good at maintaining positive working relationships.
You have experience in multicultural environments.

In this role:

Up to 2 years of experience in customer service or support preferred, with demonstrated understanding of customer service environment and solutions.
Proficiency in both written and spoken English required.
Higher-level education preferred.
Proficiency in MS Office required.
Familiarity with customer support hardware/software/operating systems/cloud computing required.
Customer obsession, initiative, and drive to exceed expectations required.
Creativity, adaptability, and strong problem-solving skills required.
Ability to work independently but know when to collaborate required.

Thông tin chung

Ngày hết hạn: 22/03/2023
Thu nhập: Thỏa thuận

Giới thiệu công ty Xem trang công ty

Tek Experts PSV cung cấp những dịch vụ IT chuyên nghiệp bao quát mọi giai đoạn trong vòng đời trải nghiệm sản phẩm CNTT của các doanh nghiệp, bao gồm Tư vấn, Khảo sát, Đánh giá, Thiết kế Giải pháp cho đến Triển khai, Tích hợp và Hỗ trợ & Đào tạo. Chúng tôi tin rằng với đội ngũ chuyên gia kỹ thuật trình độ cao và quy trình dịch vụ được tối ưu hóa, doanh nghiệp khách hàng có thể trải nghiệm và tận dụng tối đa sức mạnh của các giải pháp CNTT đã đầu tư, nhằm đẩy mạnh hiệu quả & chất lượng công việc, giảm chi phí đồng thời làm khách hàng hài lòng. Công ty đang có kế hoạch tuyển dụng mới với nhiều việc làm và đãi ngộ hấp dẫn.