Service Desk Representative CG
Marlink is searching for a dynamic and high caliber candidate for the position of Service Desk Representative for the local Marlink Hellas / Piraeus office .
Ideal candidate for the role of Service Desk Representative shall become a member of Service Desk Greek team which is a part of Marlink Global Service Desk / Customer Care organization.
Marlink Service Desk is responsible for all requests regarding products and services usage and provides professional support to Marlink Customers.
Main Goals :
As part of the Service Desk activities, the Service Desk Representative deals with provisioning actions, assist customers on usage of all range of Marlink Products and Services.
Being the first point of contact for Marlink organization and customersMain Tasks / Responsibilities include :
Handling all requests received by phone or mail in a professional way with the aim to satisfy customers
Taking in charge, qualifying and logging the requests in the ticketing system
Assisting and advising Marlink customers in their demands in the domains of technical support on products and services usage, provisioning and billing
Analyzing requests and complaints, performing first level diagnostics and applying solutions, which must be standard ones
Registering all information regarding the requests of the client in the ticketing system and forwarding those to specialized second line service when standard procedures can’t be applied
Keeping the customer informed about any evolution of his request’s status on a daily basis
Processing activations, deactivations, suspensions, un suspensions requests from customers on the whole range of Marlink Products and Services
Respecting and bearing in mind the targets of the Service Desk Department
Daily contacts with people outside Service Desk : Sales Managers, Product Managers, Center of Competences Representatives, Customers
Main Knowledge :
Good knowledge in IT Operating Systems and Software applicable for electronical transmissions
Good knowledge of Telecommunication Networks
Knowledge of IT terminology
Professional or School experience in IT or Telecommunications or Professional experience (minimum 3 years) in an IT or Telecommunications Helpdesk
Fluent English is mandatory
Main attitude competences :
May necessary to work in shifts during the weekend
A professional communicator, professional relational skills, a feeling for professionally handling conversations via telephone and listening to the client (qualification of customer demands, rephrasing, )
Be able to explain, train, simplify technical subjects to non-technical people
Strong social skills for establishing professional relationships with clients
Curious about telecommunication products
Team spirit, skills for service support and customer orientation, take initiative and show curiosity and autonomy
A pro-active and positive attitude
Challenging International environment in a high-tech field
Possible evolution after few years to a Center of Competences Representative position.
Please send your motivation letter and your CV while mentioning Service Desk Representative CG in the subject line.