Support Services Specialist

Dovre Group is pleased to offer the following key contract positions: Support Services Specialist

Work Location: Bergen

Startup: 07.05.2019 - 31.12.2019

Please be aware that the closing date is our closing date for submitting the bid to the customer. Your application must be sent to us in due time

We are looking to replace an existing position as Service Desk agent. In addition to perform, tasks listed below you will have the opportunity to participate in developing and building our department and services.

The ideal Service Desk Agent is customer oriented and has good understanding of both technical terms (Electrification, Telecom and/or Automation) and knowledge of company`s organization and services Tasks

Arbeidsoppgaver

• Commit to deliver high quality services. Provide initial point of contact for business partners (internal and external) as a team member of the Service Desk

• Timely handling of incoming inquiries via telephone, e-mails, web- and other possible channels in a professional way

• Understand the problem and the severity and log the inquiry in our tracking system.

• Enrich the inquiry with further information based on experience, previously registered incidents, link to assets in configuration database etc.

• Resolve or assign the case to the right unit.

• Monitor status of resolution process; alert or escalate as necessary until case is resolved.

• Close interaction with relevant parties such as technical account managers, 2.nd level teams, incident manager and CC agents, as well as customers.

• Support the maintenance of supporting systems for day to day operations of the Service Desk.

• Use systems available for analysis and continuous improvements of our service.

Other tasks

• Working time. Duties between 08:00 and 16:00 • Participate in Service Desk On-Call team (outside normal working hours)

Ønskede kvalifikasjoner

Preferred knowledge and skills

1 | Service Desk Agent

• Diploma in Engineering or other relevant qualification

• 2 years or more experience in customer service or contact centers

• Experience/knowledge in company`s products and systems preferred

• Excellent communication skills (spoken and written, English and Norwegian) and customer oriented attitude.

• Good interpersonal skills

• Good computer skills, good typing

• Self-going

• Responsive and proactive behavior; demonstrate responsibility and ownership of customer issues resolution.

Additional information

We can offer

• Excellent way to expand your network and knowledge about products and services within company in Norway

• Possibility to influence on your own responsibilities. Other tasks may be discussed and agreed depending on the competence and interests of the selected candidate

• Possibility to influence and develop the role and the Service Desk function

• Plans and courses for technical development or career development within company

• Being part of a dedicated team working with customer oriented activities

• Opportunity to contribute in a global service initiative

• An informal work environment

Vi kan tilby

Dovre Group is an equal opportunity employer. We encourage applications from anyone meeting the requirements for this position.

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