Overview: To receive, understand and own any incidents raised by clients. To work with the client to confirm the incident, its impact as well as ensuring that appropriate updates are provided. To analyse all available sources of information to assist in determining resolutions to those incidents, test fixes and communicate the resolution and subsequent actions to the client and ensure that these have been understood.
Responsibilities:
To ensure that all necessary information required to investigate the incident is present and to liaise with the client, where necessary, to obtain a full understanding of the problem
To evaluate the severity level assigned to the incident and to adjust that level in the light of any investigations as appropriate
To analyse the incident in order to identify a potential resolution to it and to report back to the client accordingly, ensuring updates and progress are communicated regularly
To regularly update the Customer Support portal with relevant information as to the progress of the incidents
To liaise with technical teams and other business areas as appropriate to obtain the detailed knowledge required to identify the root cause and resolution of an incident
To manage and prioritise conflicting requests on their individual workload
To keep their knowledge of their assigned modules up to date and relevant, with a commitment to increase personal knowledge of their assigned areas of expertise
To own any incident assigned throughout its lifecycle, and ensure that it is fully completed to the client’s satisfaction
To manage incidents that may impact multiple clients, coordinating colleagues to ensure the incident is resolved and ensuring communication to clients, colleagues & senior management takes place
To accompany the Team Leader on client visits as required
To attend regular meetings with the Team Leader to review personal performance and to identify personal development needs
To liaise with other departments within the business for advice and expertise relevant to each issue as appropriate
To work with limited supervision and using initiative
To actively seek for internal and client-facing service improvements and bring assigned service initiatives to a successful closure
Responsible for owning any service improvement initiatives required
Any other responsibilities commensurate with the role
Required Skills and Experience:
Educated to degree level or equivalent
Good knowledge of the general mobile landscape, trends, and emerging technologies
Excellent communication skills (verbal and written)
Ability to prioritise workloads and manage conflicting requests on time, in a continually fast moving environment
Ability to finish tasks on given deadlines
Effective problem-solving abilities
Ability to adapt to change
Exhibits positive interpersonal and team skills
Ability to operate with limited support & supervision
Proven time management skills
Fluent in English and Greek
Desired Skills And Experience:
Previous experience of working in a customer service environment will be considered a plus
We offer a very competitive remuneration package which includes: