Tech Support - Fluent Swedish / Norwegian / Danish + English

Location
Dublin, Dublin City Centre
Salary
EUR25000 - EUR27000 per annum + 25 days holidays
Posted
08 Nov 2016
Closes
06 Dec 2016
Ref
1706
Contact
Ethna Rossiter
Job Type
Permanent
Hours
Full-time


Technical Support Specialist - Swedish or Danish or Norwegian + English
*Would you like to join a global technology company who are relocating to Ireland?
*Do you speak Swedish or Danish or Norwegian + fluent English?
*Are you looking for an exciting opportunity to work in Dublin?
In this multi-lingual role you will be responsible for:
*Delivering excellent Technical Support to internal and external Clients.
*Developing and learning new skills linked to improving hardware, software, solutions and networking knowledge.
*Collaborating with key stakeholders in reviewing and building new processes with a purpose of driving and improving Client experience.
The role will involve the below key accountabilities:
*Maintain a level of productivity based on organisational, team or individual targets that meets or exceeds performance expectations
*Manage the resolution of wide ranging internal and/or external issues within a designated turnaround time whilst remaining mindful of established company standards
*Take responsibility for escalations and issues from investigation through to the final resolution stage and feedback the results to the Operations Manager
*Analyse the root cause of complaints and issues and make recommendations for business improvement
*Identify and recommend improvements in developing Customer Operations systems, processes and service levels
*Be leaders in customer advocacy and champion the customer at every opportunity. Be the Customer Operations 'face' to key stakeholders
*Constantly strive for customer satisfaction, quality targets and service levels. Deal with all levels of Customer Technical complaints or issues and those requiring escalation. Manage the resolution / negotiation of customer issues to minimise cancellations, maximise customer retention and increase
*Work with Operations Managers and QDE/QDA on improving the efficiency of business processes and service levels within Customer Operations
*Work with management, colleagues and business partners to ensure knowledge is shared and transferred
*Take responsibility for own development, seeking out opportunities for increasing own knowledge base whenever an opportunity arises
Qualifications:
*Minimum of 1 years' experience providing (External) Client helpdesk telephone support
*Strong written and verbal communication skills are essential
*Demonstrates a high level of ownership and accountability
*Ability to work to tight deadlines and stretch targets
*Previous experience of working in a similar troubleshooting, external Client support role
*Problem solving skills are required ability to analyse and assess the options fully
*Must be able to demonstrate technical competence and confidence
*Networking accreditation preferred (Proxy, Domain, Firewall)
*Fluency in any of the Nordic languages (Danish/Norwegian/Swedish) in addition to English is required for this role.