Support Specialist

hace 1 día

Santa Cruz de Tenerife, Santa Cruz de Tenerife, España GRUPO CRIT A tiempo completo
Job Summary

GRUPO CRIT is seeking a highly skilled Support Analyst First Line to join our team. As a key member of our support team, you will be responsible for providing exceptional technical support and problem-solving abilities to our customers.

Key Responsibilities
  1. Customer Interaction

Engage with customers through various channels, including phone, email, and web, to provide timely and effective technical support.

Problem Identification and Resolution

Identify, evaluate, and prioritize customer problems and complaints, and develop plans to resolve them in a timely and efficient manner.

Knowledge Management

Assist in identifying resolution gaps at the helpdesk and contribute to the development of knowledge base submissions to improve support processes.

Process Improvement

Evaluate new services, processes, and technologies introduced at the helpdesk and provide feedback to improve support efficiency.

Training and Development

Participate in departmental training activities, including training programs on new technologies, procedures, and customer service enhancements.

Team Collaboration

Work with departmental staff to promote, develop, and maintain strong customer service values and support a positive team culture.

Issue Escalation

Escalate unresolved issues to support leads and designated service groups to ensure timely resolution.

Requirements
  1. Languages

Dutch is a mandatory language for this role.

Technical Skills

Basic PC skills are required, as well as a basic understanding of group dynamics and team development principles.

Business Acumen

Advanced experience in organization development, service orientation, proactive cooperation, and results-focused business development is desired.

Customer Focus

A customer-oriented approach and basic business development skills are essential for this role.

Experience

No specific experience is required, as initial training will be provided.

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