Position Description :
We are looking for a Team of competent Help Desk Technicians to provide support and technical assistance for one of Europe’s most famous Fashion Brands.
You will complete tasks and troubleshoot problems through diagnostic tests and remote access to end user’s computers; will answer queries on basic technical issues and offer advice to solve them.
Your future duties and responsibilities :
Serve as the first point of contact for customers seeking technical assistance over the phone, e-mail or chat.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Determine the best solution based on the issue and details provided by customers.
Walk the customer through the problem-solving process.
Direct unresolved issues to the next level of support personnel.
Provide accurate information on IT products or services.
Record events and problems and their resolution in logs.
Follow-up and update customer status and information.
Pass on any feedback or suggestions from, customers to the appropriate internal team.
Identify and suggest possible improvements on procedures.
Required qualifications to be successful in this role :
Min 1 year of experience as Help Desk Technician and additional customer support role.
Good understanding of computer systems.
Ability to diagnose and resolve basic technical issues.
General knowledge about retail would be a plus.
Proficiency in German and French.
Advanced level of Italian would be considered as an asset.
Excellent communication skills.
Customer-oriented and cool-tempered.
Skills : Tier 1