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Job Details: Customer Service Specialist

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Customer Service Specialist
VN147
Full Time
Poland - Lublin

Phlexglobal are looking for a Technical customer service/support professional who is familiar with supporting technical products in a frontline role. Working as part of a global team with other customer facing and technology teams we strive to provide best in class support for our customers, by ensuring we have knowledgeable, technical expertise on hand, to ensure users have everything they need to make their experience flawless. This role is as much about your ability to work with people as it is about our technology. It’s about having a customer success mindset, an investigative & ‘can do’ attitude and about being a great communicator!

You will be responsible for:

  • Providing 1st line guidance and support for our inhouse developed systems and other hosted software, both to internal and external customers
  • Being a key point of contact for communication with colleagues & customers and build trust to enhance relations, ensuring comms are appropriate, positive and timely
  • Identifying and resolving incidents within defined SLAs and to customer satisfaction. Replicate behaviour & build supporting evidence in service desk to either resolve & respond or escalate
  • Reducing the number of tickets to targeted levels through reporting & root cause analysis
  • Supporting Hypercare programs to monitor new software releases, patches & upgrades
  • Utilising and maintaining systems – including Service Desk & Knowledge Base software ensuring appropriate information is correctly captured and shared in a timely manner
  • Patiently and clearly guide users through systems
  • Maintain the highest standards of customer service, quality and professionalism with customers and co-workers
  • Knowing our products inside and out, from both a user and administrator perspective and apply yourself to learn new technologies as they are introduced

We are looking for an experienced Technical customer service professional with:
  • Strong skills in supporting technical products in a frontline role is essential
  • Minimum of 2-3 years experience working in a customer service or customer support role
  • Previous experience working within a healthcare/software development environment would be preferred
  • Experience of Service Desk systems, ITIL, DevOps & eTMF would be advantageous
  • Excellent verbal and written communication skills in English
  • A process driven approach & ‘can do’ attitude
  • Skills to transfer knowledge and guide customers
  • Excellent prioritisation skills and able to work in a calm manner
  • Ability to quickly learn and communicate technical information
 
    
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