Premium Services Consultant
Bitdefender
Bucharest, RO
1 zi în urmă

What you will be doing

  • Work via phone, chat, email and remote service in order to deliver complete service and solutions to Bitdefender customers;
  • Create, complete and close helpdesk tickets in accordance with established standards;
  • Help end users understand the Bitdefender products and services;
  • Provide thorough documentation on customer cases;
  • Perform specific services such as software upgrades and installations;
  • Maintain skills required for specialization in computing;
  • Actively communicates with other departments to increase and leverage skills.

 

Responsibilities:

  • Offer assistance via telephone and chat, backed up by email and remote assistance;
  • Identify, diagnose, and correct customer requests in a timely manner with minimal supervision;
  • Identify and assess end user and computer problems in a Windows and macOS environment;
  • Determine users’ technical needs and provide appropriate solutions;
  • Ensure all established KPIs are reached – phone and chat availability, customer satisfaction index, sales quota;
  • Handle Helpdesk tickets and workflow, providing timely updates to both clients and tickets on a daily basis.

 

Requirements:

  • Experience with customer contact and strong customer service skills;
  • Advanced command of English is mandatory;
  • Experience with Microsoft Windows, MacOS, Android and iOS operating systems;
  • Basic knowledge of computer hardware and peripherals;
  • Knowledge of malware categories and behavior;
  • Strong interpersonal skills and the ability to work well with different levels of technical knowledge;
  • Strong written and verbal communication skills, ability to multi-task, express and discuss technical issues;
  • Availability to work in 8-hour shifts, 24/7, including weekends and holidays.

 

Why choose us:

  • You’ll be part of a young, dynamic team;
  • We offer continuous trainings so you’ll have the opportunity to increase your technical knowledge;
  • The position implies remotely connecting to customers’ PCs and troubleshooting / fixing computer issues on the spot (without needing to troubleshoot via email);
  • Flexible 24/7 working schedule planned a month ahead.

 

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