Posted: 18 November 2013 at 16:00 Expires: 02 December 2013 at 16:00
Posted In: Administration > Administration
Location: Norway > Bergen
Job Description
Our client is a leading power and automation technology provider with a large customer base and numerous products and system solutions to help customers to achieve their business targets every day. Every now and then these customers need assistance, technically or administrative, and every call represents an opportunity to win, keep or grow business. To give customers a professional, personal, single point of contact we have established a common Service Desk for all divisions. The ideal Service Desk level 1 support candidate is customer oriented and has a general understanding of technical terms (Electrification, Telecoms and/or Automation), and good knowledge of our client's organization and services
This is why we need you…
The job role requires the candidate to commit to deliver high quality services and also provide initial point of contact for business partners (internal and external) as a team member of the Service Desk. They will have timely handling of incoming inquiries via telephone, e-mails, web- and other possible channels in a professional way, understand the problem and the severity and log the inquiry in our tracking system. They will also show the ability to resolve or assign the case to the right unit, monitor status of resolution process; alert or escalate as necessary until case is resolved. Reporting and providing information to relevant parties such as Service Managers, Account managers, Technical account managers is a key part of the role, as is supporting the maintenance of supporting systems for day to day operations of the Service Desk. The candidate will use systems available for analysis and continuous improvements of service.
The ideal candidate will have personal initiative, excellent collaboration and communication skills, the ability and willingness and "stand" by periodically heavy workload the candidate should be flexible and have the ability to assume responsibility. The candidate must have the ability to work independently and a desire for professional development. Good cooperation skills are necessary and efficiency is key, along with the ability to work in a structured and systematic way.
Preferred knowledge and skills:
Diploma in Engineering or other relevant qualification
2 years or more experience in customer service or contact centers
Experience/knowledge in ABB products and systems preferred
Excellent communication skills (spoken and written) and customer oriented attitude.
Good interpersonal skills
Good computer skills, good typing
Self-going
Responsive and proactive behavior; demonstrate responsibility and ownership of customer issues resolution.
Fluent English and Norwegian in written and spoken
Our client offers an excellent way to expand your network and knowledge about products and services within the Industry, with the possibility to influence and develop the role and the Service Desk function as well as plans and courses for technical development or career development. You will be part of a dedicated team working with customer oriented activities, with the opportunity to contribute in a global service initiative. It is an informal work environment with working hours of 8am- 4pm, and can participate in watch team with shift working time, approx. one week every 10th week
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