Customer Service Agent - Italian, French & English

Job Title

Technical Support Engineer

Team

Hitachi Project

Language

• Strong fluency in English, French, and Italian (both written and spoken)

Technical Skills

Required Skills:

• Knowledge on storage
• Troubleshooting experiences and related 3^rd party software and hardware
• Basic networking concepts

Soft Skills

Required Skills:

• Excellent verbal and written communication skills
• Good listening skills
• Problem analysis and Problem solving
• Customer service orientation
• Quick learner
• Flexibility to work 24/7
• Stability
• Experience in handling calls
• Good team player

Prior Experience

• 6 months – 1 year

Customer Skills

• Rapport building skills
• Friendly and understanding

Roles & Responsibilities

• Provide support through Voice, Chat, Email & remote assistance (universal agent)
• Provide WOW customer experience
• Research required information using available resources
• Manage and resolve customer complaints
• Provide customers with product and service information
• Enter new customer information into system
• Ability to follow processes, meet and exceed KPIs
• Identify and escalate priority issues
• Case/Ticket documentation
• Adhering to standard operating procedures required by the process and organization
• Awareness of relevant service levels