Една от всички 183 обяви за Technical Support в София

Clune Tech (ex Taxback Group) is a leading, global organization providing tax return, travel, promotional and money transfer services to individual and corporate clients worldwide. Established in Dublin in 1996, Clune Tech has 32 offices in 21 countries, and a staff of over 800. We have opened our office in Bulgaria in 2001 and for the last 15 years we have been expanding and developing. Clune Tech incorporates many companies across many different markets including Taxback.

The IT Support Agent is the first point of contact for the users who call the Clune Tech IT Service Desk. While providing a high level of customer interaction, they are responsible to resolve Level 1 requests in a timely fashion, and escalate Level 2/3 requests to appropriate Support teams. The IT Support agent must have a good balance of basic technical skills, and customer facing skills.

Location: Varna

Main Responsibilities:

• Serve as the single point of contact within Clune Tech for ICT related issues
• Respond to questions from all emails, portal, and telephone within the targets of the Service Desk;
• Keep the customer informed of the progress of the request at all appropriate times.
• Become familiar with the Systems, Network, Database, Desktop Engineers, programmers, developers, and each team in the IT Department.
• Dealing with hardware and application support queries and issues reported to the support desk
• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
• The duties requires that the IT Support Agent receives and logs work requests using the Service Desk tool
• Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician
• Follow all Help desk Process and procedures such as Incident Management Process, Problem Management Process, etc.
• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
• When the restoration is beyond the scope of the IT Support Agent he/she will escalate the issue/problem to proper tier 2 and 3 support team members