Junior 1st Line Technical Support Analyst with English/French or English/German in Sofia, Bulgaria

Junior 1^st Line Technical Support in Bulgaria
Responsibilities

Junior Technical Support Analyst (TSA) is the entry point into the Service Desk via phone, e-mail or call handling systems. The employee is responsible for call-logging, qualification, resolution (incl. Log & Dispatch), ticket tracking and end-to-end ticket management on the full range of services and applications as defined for the customer. The TSA is expected to resolve all issues which can be resolved by the Service Desk. Excellent attendance and punctuality are required.

Duties

- answer phones in professional manner ensuring delivery of Phone SLAs (service level agreements)
- create a ticket for new calls into the Call Management tool
- identify and resolve customers’ request, problem or incident using the relevant knowledge base tools and other technical resources
- follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated daily and every effort is made to make service levels
- participate in team meetings
- ensure an 'integrated' Call Centre experience, i.e. the End-user will experience a minimum number of call transfers, will receive regular updates and efficient coordination will take place with other Resolution Groups
- present a positive, effective and flexible contribution to achieving team targets and objectives
- adhere to all Policies & Procedures
- protect confidential and sensitive information and materials
- collaborate with other team members to provide high quality support
- ensure constant self development using day to day work, web based training, and any other available tool
- attend feedback sessions with Quality Assessment Team
- be available for work at the scheduled shift start time and be logged on to the TMS and telephone systems

Requirements

- excellent English language skills, and/or excellent communication skills in one or more of the languages indicated above = [English B2 + French C1 or/and German C1]
- customer-orientated, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution
- autonomous, team player
- experience in Windows XP and Vista (i.e. advanced user), MS Office (mostly MS Outlook
general knowledge of PC hardware and most common software
- keen to learn new things quickly
- analytical trouble-shooting skills, some technical support background

Start-up benefits

- one way ticket to Bulgaria (worth up to 250 EUR)
- accommodation first month for free (worth up to 100-200 EUR)
- if during 6 months the candidate resigns he needs to pay back accommodation (1^st month) and ticket to Bulgaria

Additional Information

- working hours: Monday – Friday @7 am – 7 pm (CET+2)
9 hours per day, including 1-hour lunch break, no overtimes
- 1-month initial training (the candidate receives a salary during the training time), on-going trainings
- meal vouchers
- additional health insurance
- 20 days paid annual leave
- contract of employment in accordance with the Bulgarian Labour Law. (6-month trial period, 1 or 2 months notification period)

INFORMATION ABOUT THE RECRUITMENT PROCESS:
In case you are fulfilling the above mentioned criteria and our position is interesting for you, please send us your CV in English language along with your motivational letter. Adecco company Adecco reserves the right to contact only selected candidates, given the large number of applicants. Thank you and we look forward to our future cooperation.

Management consultancy activities

Our client is a well established company with great market history, currently seeking for candidates with language combinations and basic IT troubleshooting skills. Do you speak fluent in English and French ? Or English and German ? Are you looking for experience abroad ?