Service desk technician L1 with Italian & English in Timișoara at HELPLINE

Date Posted: 7/17/2020

Job Snapshot

  • Employee Type:
    permanent contract
  • Location:
    Timișoara
  • Date Posted:
    7/17/2020

Job Description

 HELPLINE supports the companies’ digital transformation by combining the unique know-how of its teams with the most relevant technologies. Because the future of companies is closely linked to the success of its employees, HELPLINE supports 1,200,000 users for more than 200 companies. With 9 sites in Europe (Angers, Frankfurt, Hamburg, Lille, Lyon, Nantes, Paris, Tunis and Timişoara) HELPLINE has a sustained growth and a turnover of 165 M€ in 2018.

Diversity is part of the company's DNA and developing the skills of its 2,800 employees is at the heart of HELPLINE management. Join and grow with HELPLINE!

All HELPLINE news on www.helpline.fr and on social networks.

Choose a job that makes sense among our current opportunities.

We want you in our team! If you'd like to be part of an international team, we need you!

 

Your responsibilities will be:

 

Responsibilities :

Providing assistance for users working in the fashion-beauty industry (troubleshooting when it comes to applications not working properly or issues with the distribution platform; this can be done by connecting remotely, assistance via phone or by mail)
The assistance provided is operational one (it explains the functionality of each tool) or technical (restarting servers, checking XML files, server logs).
The technician gives clear answers and escalates the case, if need be, to the appropriate team. He may operate remotely (by phone, email or using the tool for remote connection).

Description of tasks and activities:

Monitor the call flow
Monitor the mailbox
Monitor the personal mails
Welcoming kindly the user while on the phone
Complying with the user requests
Identifying the VIP users and adapting the answer based on the detailed instructions
Determining the type of request (evolution, question, incident)
Ask questions in order to understand the root cause of the issue or the reason of a particular demand
If necessary he/she may request the opinion of an expert
Transfer, if necessary, the case to a higher department
Follow up on each request
Respect contractual commitments: SLA
The technicians should co-operate regarding the ongoing training of the team
Shares his/her knowledge with the rest of the team
Contribute to the integration of the newcomers, by offering them the necessary information, answering their questions
Contribute to the capitalization of knowledge by updating knowledge base folders, technical notes or procedures

Requirements:

Spoken languages: fluent Italian and English
Aptitude for providing positive customer service, interpersonal skills, listening skills, analytical skills and team spirit.
Availability to work in day shifts

 

What we offer:

Central building offices with excellent view on the city, top facilities and equipment

Competitive salary, performance bonus, meal tickets and gift vouchers

Training opportunities

Regina Maria  medical package

Extra vacation days

"Massage at the office" day

"Fruits on the house" day

Relocation package

Job Requirements

Spoken languages: fluent Italian and medium English.
Previous service desk and customer care experience would be an advantage.
Aptitude for providing positive customer service, interpersonal skills, listening skills, analytical skills and team spirit.
Availability to work in day shifts & week-ends.