Nordic Technical Support Associate
In this position you will be responsible for providing problem resolution and world-class customer experiences for incoming service inquiries which are basic or routine. May answer inquiries, solve problems, and perform limited troubleshooting using provided scripting and published materials.
Ability to recognize and respond to customer needs and demonstrate sincere commitment to resolving customer needs
Ability to employ a high level of interpersonal and communication skills to move beyond customer frustrations to solve customer problems
Ability to employ patience and self-control in handling irate customers
Ability to “think outside the box” to provide consult to customers on features and benefits of the product both Software and Hardware related
Provide a world class experience
Great experiences don't happen by chance. They are the result of inspired thinking and design that transforms the mundane into something memorable.
Convergys is the world leader in customer experience outsourcing. We infuse innovation, insights, and operational excellence to make every experience great for your customers and your business.
Fluent in Danish, next to a fluency in English in both reading and writing.
Knowledge of and experience with various PC Operating Systems (Win XP, Win 7, etc.)
Knowledge and experience with Microsoft office
Knowledge of and experience with gaming consoles or PC gaming systems
Ability to navigate the internet and use search engines to find information
Ability to utilize phone system as required
Experience utilizing, configuring, and troubleshooting in multiple environments
Job Type: Full-time
Resolve retail technical issues via phone, email, or chat
Develop positive, supportive rapport
Listen to computer related issues, using technical expertise to understand context of issue and determine factors that may cause or impact the specific issue
Utilize Knowledge Base tools to work and resolve issues
Identify when and how specific issues should be escalated to various resolver teams
Use identified tools to track, escalate and record issues and resolutions
Manage open cases to ensure resolution work and case closure progresses quickly
Diagnose and resolve technical hardware and software issues
Follow up and make scheduled call backs to customers where necessary
Stay current with system information, changes and updates
Ability to work with onshore/offshore teams, and communicate using virtual communication tools (phone, conferencing, online meeting, chat, etc.)
Provide timely and effective resolution to support requests based on service level agreements (SLA)