Luxoft is a global leader in high-end software development.
Luxoft is looking for talents with a passion for technology & ready to create original solutions. Once on board, you are invited to expand your knowledge & skills, offering you a continuous learning experience helping you stretch your potential.
So if you’re enthusiastic by the idea of accessing cutting edge technology & innovation to make an impact, why don't you join us?
Providing 1st line support for Bank's Premium revenue generating employees
- Handles and logs calls via Skype voice platform
- Categorizes and prioritizes all incidents and service requests placed within the Global Voice Support queue, either resolving them directly or re-assigning them to the appropriate support teams
- Updates existing incidents and requests and registers new ones in SNOW incident management system
- Understands and follow service levels and executes tasks accordingly
- Coordinates incident and service request life cycle with various workgroups
- Be prepared to work on shifts
- Provide all clients with a devoted, positive and efficient service at all times
- Adherence to processes and procedures to maintain quality and professionalism
- Cooperate with partners located over the whole globe
Essentials Skills and Qualifications:
- Excellent verbal and written communication skills
- Fluent written & spoken English as a minimum, Fluent written & spoken German is a real advantage
- Previous experience in working directly with customers
- Solid teamwork and communication / information sharing
Desired Skills and Qualifications:
- Bachelor's degree or equivalent work experience
- Innovative and prepared to try different ideas which might prove beneficial to our clients
- Ability to work under pressure, to keep things simple, patience and creativity, conflict management skills
- Demonstrate a high level of customer focus and empathy
- Willingness to learn and focus on results
- Client-focused and biased in pursuit of business goals and objectives
- Previous IT experience
Global Voice Support Agent provides premium level of support for Bank's Premium revenue generating employees.
The scope of daily tasks includes front-end technical support by means of administrative and operative Bank's tools. Troubleshooting varies from access through desktop applications inquiries ending with network issues.
It includes handling requests and incidents within SNOW management system and assisting end-users by means of remote control tools and software support tools.
Agent has to be responsible for assigned tickets, be focused on personal and team's results and SLA. Willingness to learn and personal skills improvement is highly welcomed and appreciated.
Agent has to be a reliable team player and demonstrate first-class communication skills during the high quality service he or she is about to provide within the international and multicultural environment.