Demonstrates basic knowledge of Tier 1 service level support as relates to addressing Hardware (PC or End-User Devices & peripheral equipment), application software, and operating system issues.
Demonstrates sufficient knowledge of call log tracking to record accurately all needed information.
Exhibits sound customer service skills by effectively handling customer problems and ensuring proper escalation procedures are followed to problem closure.
Tracks all customer service items to completion.
Evaluates customer service issue to determine level of service needed.
Resolves all Tier 1 issues.
Escalates Tier 2 issues to appropriate resource.
Maintains and increases knowledg...
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