Cpl Jobs is a part of the larger European recruitment and HR services group, Cpl Resources. We help the greatest talents to develop their careers and enable leading companies on the Polish and European market to find the best professionals.
If you are willing to start a new adventure in an international IT based Company, please read on!
As a Support Consultant you will provide a professional, efficient and effective support service to our customers in the resolution of support requests and the completion of a variety of other tasks required to support our customer base.
Key tasks and responsibilities:
- Research support requests (SRs) and provide the customer with a solution, work around or action plan.
- Keep the customer informed through written and verbal communication, in accordance with the customer’s SLA.
- Progress each problem through to conclusion, liaising with colleagues and R&D, as needed whilst retaining ownership of the call.
- Adhere to the processes and procedures within the Customer Support department.
- Escalate issues in a timely manner to their Team Leader.
- Document issues clearly and concisely in the call handling system.
- Comply with Company’s information and Security Requirements and all Company business procedures, policies and ISO/BS standards.
- Identify opportunities for service improvement or chargeable activities and to raise these via the appropriate channels.
- As a Support Consultant you will be responsible for your own personal development plan, which must include both product/technical knowledge as well as soft skill development.
Job requirements
Knowledge and skills
- Exceptional Customer facing skills understand and are able to implement the concept of exceptional Customer Service.
- Exhibits good analytical and problem solving abilities.
- Exhibits excellent communication skills carefully selecting the most appropriate method.
- Fluent in English, both written and verbal.
- Ability to manage your own time to prioritise workload and meet deadlines.
- Friendly and professional manner with an enthusiastic positive approach to tasks.
- Able to use initiative and work alone, and as part of a team.
- Ability to remain calm under pressure and to be patient.
- Able to use initiative and work alone, and as part of a team.
Education
- Bachelor’s degree in a related field.
Experience
- 3+ years’ of experience in industry.
- 3+ years’ of experience with key business processes.
- Previous experience of working with ERP/Finance/Procurement systems.
- Experienced with Microsoft Office.
- Previous experience of working in a Customer Service environment preferred.
- Accounting Qualification(s) preferred.
- Knowledge of RDBMS preferred.
Personality
You are energetic, self-motivated an initiative taker. You are a very good team player but also able to work individually. You are enthusiastic, realistic and creative. You like to build relationships, flexible and have an open communication style. You are able to work flexible hours, as customers may need essential support out of core hours from time to time.