1st Line End-User Service Desk

Team Description & Purpose of Role

The team based in Sofia is part of Interoute international team of service professionals responsible for providing and maintaining effective customer service and satisfaction of customers in the Telecoms wholesale and corporate sectors.

This role is a combination of technical skills and customer communication skills, working with the highest possible level of quality.

Shift work – Monday to Friday covering 9am to 9pm (early shift 9am to 5:30pm & late shift 12:30pm to 9pm)

Job Responsibilties

• Customer communication
o Phone calls
o Chat
o Emails
o Web portal
• Internal communication with technicians
• Open and update tickets
• Maintain ticket quality
• Maintain taskboards and reports
• Escalation management

Experience Required

• University degree
• Experience in multilingual and multicultural environment
• Experience with CRM tools will be considered as advantage
• Knowledge and interest at least in one of the following areas:
o Active Directory – user support
o End-user OS (Windows)
o Outlook
o MS- Office
o Skype
o O365
o 3rd Party Application Incident management

Person Specification

• Quick learner
• Analytical thinking
• Customer focus
• Excellent communication and problem solving skills
• Willingness to embrace change and be a team player
• Ability to collaborate easily with others and settle in new environments quickly
• Excellent English (both oral and written)
• Second language (German, French or Dutch) will be considered as advantage
• Understand about ITIL or similar methodology will be considered as advantage
• Industry certifications will be considered as advantage