Helpdesk Agent D/E/F (Ref. #18097)

For our client we are looking for a Helpdesk Agent with very good english and german skills and good french skills. Main tasks are Call entry/handling, communication and monitoring of open cases. Other duties are:

• Call entry for selected Customers (phone, eMail, automated)
• Validate support contracts and SLA’s
• Pass the support cases on to the correct organisation
• Assure Customer is informed regarding support status from start of issue until the solution is provided
• A-Z monitoring all open cases of the selected SPS customers
• Interface between the Customer and the support organisation
• Dispatch Calls electronically using given tools and applications
• Manage open calls/reporting
• “push” cases through support organization
• Deal with Global Support Centers
• Maintain case lists
• Handle and coordinate complaints/critical cases