Support Specialist
hace 2 días
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- Customer Interaction
Engage with customers through various channels, including phone, email, and web, to provide timely and effective technical support.
Problem Identification and ResolutionIdentify, evaluate, and prioritize customer problems and complaints, and develop plans to resolve them in a timely and efficient manner.
Knowledge ManagementAssist in identifying resolution gaps at the helpdesk and contribute to the development of knowledge base submissions to improve customer support.
Process ImprovementEvaluate new services, processes, and technologies introduced at the helpdesk and provide feedback to improve customer support.
Training and DevelopmentParticipate in departmental training activities, including training programs on new technologies, procedures, and customer service enhancements.
Team CollaborationWork with departmental staff to promote, develop, and maintain strong customer service values and support team collaboration.
Issue EscalationEscalate unresolved issues to support leads and designated service groups.
Requirements- Languages
Fluency in French is mandatory.
Technical SkillsBasic PC skills and proficiency in using various software applications.
Communication SkillsExcellent communication and interpersonal skills to effectively interact with customers and team members.
AvailabilityAvailability to work in shifts, including evenings, nights, and weekends, with a minimum of 40 hours per week.
ExperienceNo specific experience is required, as initial training will be provided.
Soft SkillsAdvanced experience in organization development, including service orientation, proactive cooperation, and results-focused work.
Business AcumenBasic understanding of business development principles, including initiative and customer-oriented approaches.
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