Czech customer support, Budapest

Reference: TEBU

About Budapest:

As the capital city of Hungary, Budapest has a rich history, vibrant commerce, and excellent gastronomy. One of the most well-known cultures is their bath culture, there are thousands of visitors here to enjoy the local thermal water and sauna.

About the job:

Working within one of the organization’s campaigns the successful candidate will be responsible for providing comprehensive Voice and Email support to its Customers. This will range from offering end-user support to coordination with vendors, client problem management teams & other teams whilst delivering a high level of customer service and quality of service.

Key responsibility:

• Voice Support & Email technical Support to ensure closure as per ITIL Incident
  Management process.
  Follow-up/ update ticket for every call to ensure timely closure.
  Call ownership, drive to resolution, and communication with customers.
• Perform Life Cycle of the Incident Management Process, starting with Incident Logging to Call Closure and customer satisfaction survey.
• Telephonic support to End Users and co-ordination with Vendors, Client Problem
  The management team and other Towers.
• Proactive monitoring & Perform documented Escalation process.
• Troubleshooting on Application Support (Off Shelf or Customized)
• Troubleshooting on Printers & MFDs
• Troubleshooting VPN software and Collaboration tools
• Troubleshooting on Password Reset tools and Remote Control tools
• Troubleshooting of MS Windows & Office, Desktops, Laptops, iPAD Peripherals, and Networking
• Troubleshooting Application and Workplace IT & Communications & Collaboration
  Support (including IP Telephony)
• Interaction with internal and external stakeholders

Required Qualification

• Experience – Essential

• Exposure to a similar role for a minimum of 6 months.
• Fluent in English, both oral and written.
• Native Czech speaker.

Experience - Desirable

• 1 year or more experience in a similar role.
• Experience in Desktop support, application support
• Exposure to ITSM ticketing tools
• Working knowledge of ITIL framework.

Skills and Knowledge
• Accredited certification on maintenance of PCs, mobile devices, laptops, operating
systems and printers.
o Preferably –
CompTIA A+ / Microsoft Certified Desktop Support Technician (MCDST)
Comp TIA PDI+
Microsoft Office Specialist (MOS)
ITIL Service Desk Institute – Analyst.
• Excellent verbal and written communication skills.

Please submit your CV and Cover letter in English.

If you have any questions, feel free to get in contact with our recruiter!