Technical Support Helpdesk Analyst

Summary

The helpdesk analyst is the first point of contact for my client's partners who wish to raise a support query in EMEA. The successful candidate will have strong customer focus skills and require the ability to think on their feet, have an outgoing and friendly personality and a desire to expand their skill set.

Responsibilities

• Log and process post sales support queries and distribute them among the team
• Act as first point of contact for the Technical Support team through phone, email and web requests
• Log and process OLR support queries for end customers logged via Web and Phone and escalate where necessary to either OM, BP or other Depts (Sales, Pre-Sales, TS)
• Log and process Presales Technical Queries and opportunities
• Effectively interact with other members of the team to provide solutions to customer service and minor technical issues
• Study trends in incoming cases or unusual cases and report these issues to management
• Maintain and monitor our Partners’ contact information within the database
• Help maintain operational efficiency in the team by validating support request and queue management tasks.
• Perform monthly event driven surveys and provide input & assistance to drive CSAT
• Maintain Affinity Guides and other documentation for the team.
• Participate in project work undertaken by the team
• Any other duties deemed necessary by management as per skill set.

Requirements

• Fluency in French and Italian
• Effective communicator with positive and friendly personality
• Ability to act on own initiative and take responsibility as required
• Flexible and easily adapted to change
• A team player comfortable in a busy, fast-moving office environment
• Motivated person with a desire to develop their career in a growing company
• Strong PC skills including Windows OS, Word, Excel and Outlook