International Helpdesk Specialist

Servisnet Telekomünikasyon Hizmetleri Sanayi Tic.

SERVİSNET TELEKOMÜNİKASYON HİZ. SAN. VE TİC. A.Ş. is looking for a "Helpdesk Specialist" for our client which is one of the biggest technology vendor in Turkey.

JOB DESCRIPTION

• Create a service request (SR) according to customer feedback
• Accept and handle the SR and provide services
• Solve customers' problems
• Conduct customer surveys
• Close SRs
• 7/24 available to answer customer calls
• Responsible to answer customer call on time
• Emergency SMS distribution to Manager Level
• Giving internal training to new staff about ITR system.
• Following unclosed Tickets and warring to related managers, Output the regularly audit report about Service Ticket compliance.
•  Suspended SR Handling Time Distribution check
• SR Handling Time Distribution Stat. Check
• Handling Customerdaily e-mails/requests to tr_support
• Handling Enterprise requests via e-mail and call center hotline
• Weekly customer report, Request Report, Monthly Report, ITR Daily report
• RFC Check, Closed SR check, Closed SR check Monthly, Closed RFC check Monthly, Unresolved RFC check Monthly.
•  Customer satisfaction survey

QUALIFICATIONS AND JOB DESCRIPTION

• Bachelor’s degree
• At least 2 years of professional experience
• Good level of English (both written and oral)
• Skillful to operate office software, such as Word, Excel and PowerPoint etc.
• Experienced in requirement management. (Documentation, technical specification)
• Skillful to operate office software, such as Word, Excel and PowerPoint etc.
• Ability to provide guidance to customer
• Solution oriented mindset
• Strong communication skills, written and spoken
  
• Great team player
• Presentable
• Ability to work in dynamic and flexible work hours
  
• No military service obligation for male candidates