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Job Details: Customer Service Specialist

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Customer Service Specialist
Fixed Term Contract(FT)
Poland - Lublin
Are you a great communicator with a customer focused approach? Phlexglobal are looking for a customer service professional who is familiar with supporting technical products in a frontline role. Working as part of a small team with other customer facing and DevOps departments, your purpose is to ensure customers feel happy and supported & that our products feel easy to work with. This role is as much about your ability to work with people as it is about our technology.

You will be responsible for:
  • Providing 1st line guidance and support for our inhouse developed systems and other hosted servers, both to internal and external customers
  • 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
  • Patiently and clearly guiding users through systems
  • Resolving incidents within defined SLAs and to customer satisfaction
  • Knowing our products inside and out, from both a user and administrator perspective

We are looking for an experienced technical customer support professional with:
  • Familiarity with supporting technical products in a frontline role
  • Excellent level of verbal and written English
  • A process driven approach & ‘can do’ attitude
  • Good prioritisation skills & ability to multi-task
  • Experience of Service Desk systems, ITIL, DevOps & eTMF – preferred
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