Service desk technician with Dutch & English in Timișoara at HELPLINE

Date Posted: 7/5/2020

Job Snapshot

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Job Description

HELPLINE accompagne la transformation digitale des entreprises en combinant le savoir-faire unique de ses équipes aux technologies les plus pertinentes. Parce que l'avenir des entreprises est étroitement lié aux succès de ses collaborateurs, HELPLINE prend en charge 1 200 000 utilisateurs pour plus de 200 entreprises.

Avec 10 sites en Europe (Aix, Angers, Francfort, Hambourg, Lille, Lyon, Nantes, Nanterre, Tunis et Timișoara) HELPLINE affiche une croissance soutenue et un chiffre d’affaires de 162 M€ en 2019.

La diversité fait partie de l’ADN de l’entreprise et développer les compétences de ses 2700 collaborateurs est au cœur du management HELPLINE. Rejoignez et grandissez avec HELPLINE !

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Responsibilities :

Providing assistance for users working in the hospitality 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


What do you want to do ?
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Job Requirements


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