Customer Support Agent

post

We are currently seeking suitable applicants for expanding the crew of a professional and enthusiastic Romanian based Help Desk Team.
You will take part in providing excellent customer support service for 123-reg.co.uk.
You will communicate with our customers via both live (typed) chat and CRM – a ticketing system. You’ll start as a 1stline agent, able of advancing afterwards to 2nd or 3rdline, more complex queries.
Your IT knowledge, combined with excellent English skills and an above average typing speed will be of help along the way.

Responsibilities:
• Be the first point of contact for our customers
• Understand their issue and attempt resolving it; where required, escalate to the proper department
• Actively liaise with customers to ensure they are kept up to date regarding their query, providing responses when needed and ensuring documentation of any investigation and follow-up
• Utilize customer service techniques to discourage downgrades, disconnects and cancellations
• Work productively while maintaining exceptional quality standards
• Deliver exceptional support to our customers
Your favorite subjects of discussion will be:
• Domain names
• DNS
• Web hosting
• E-mail
Role summary:
Online chat to potential customers advising them which of our products and services will suit their needs
Online chat to current customers helping to resolve their technical support problems
Using our CRM to track all customers’ history
Answering customers’ technical support issues through our CRM
Working closely with your colleagues to identify and raise issues to improve customer satisfaction and experience
Requirements:
Very good written English
Above average typing speed (40 wpm or more)
Above average IT skills or simply being keen of technology are considered advantages
Good communication skills
Experience in customer support or help desk
Team player and positive attitude under workload pressure
Offer (bonuses, benefits):
To work in a growing, forward thinking company
The opportunity to develop your skills and abilities in a multicultural environment
Technical trainings /certifications upon request
Competitive salary based upon skills and experience
25 holiday days per year
Individual health plan
Meal vouchers