Service Desk Analyst - German, Galway

CPL

Galway

As a Service Desk Analyst you will provide frontline technical assistance and support to customers across Germa n and English-speaking Europe. The Service Desk Analyst is the first point of contact for company's valued customers. As a Service Desk Analyst, you will: Provide technical support for all labeled products and services to internal and external customers, with a primary focus on customers across Germany and English-speaking Europe. Develop strong customer relationships by providing exceptional technical support alongside high levels of customer service utilising phone, email and other avenues where necessary. Identify each customer's support and configuration requirements, set the customer expectation and resolve the customer's issue, delivering against the customer's expectations and your key performance indicators (KPIs. Ensure all cases are resolved or escalated to the appropriate party in a timely manner in accordance with company service level agreements (SLAs) and individual KPIs, prioritising caseload appropriately. Ensure all issues are logged accurately in CRM (Salesforce) and that are cases are closed. Expectations: High level of c ustomer service and IT technical knowledge . Languages: Fluent German and English communication skills, both verbal and written. Strong troubleshooting skills - you'll be able to quickly analyse problems, determine the root cause and reach a resolution. Experience working within a high volume telephone-based SLA and KPI driven environment where your success is determined by great customer outcomes. To apply please forward your application to santa@cpl.ie. This job originally appeared on RecruitIreland.com.

2177 days ago