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| POSITION DESCRIPTION | BUSINESS EQUIPMENT INDUSTRY SEPTEMBER 2008 |
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Helpdesk Operator |
| Position Code: | 245 | | Career Level: | 2 |
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Responsible for
Providing prompt and efficient first level customer service over the telephone. Responding to customer enquiries, trouble-shooting technical issues and recommending corrective action. |
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Reports To
Call Centre Manager; Call Centre Team Leader. |
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Supervises
No supervisory responsibilities. |
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Main Activities
Providing first level technical support to users of Business Equipment.
Resolving client problems through trouble shooting and recommending corrective action over the phone in an effective and timely manner.
Logging calls using the organisation's software.
Monitoring incoming support emails and responding to client requests promptly.
Escalating more complex customer enquiries and second level support to Technical Specialists and/or Customer Service Engineers.
Escalating ongoing technical problems to the Product Specialist and Management.
Liaising with Service Work Controllers and Customer Service Engineers regarding the progress of their action on assigned problems.
Keeping Management aware of potential areas for product enhancement and educational requirements.
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Key Skills
Excellent software knowledge related to printers/copiers, networking issues and Microsoft office products.
Strong customer service skills.
Strong oral communication skills.
Strong analytical and problem solving skills.
Strong organising and time management skills.
Able to respond to negative customer responses in a positive fashion.
Proactive and able to work with minimal supervision.
Able to work in a team environment.
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Internal Contacts
Helpdesk and Call Centre Staff; Service Work Controllers; Product Specialists; Customer Service Engineers; Sales & Marketing. |
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External Contacts
Customers at all levels, suppliers, dealers. |
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Typical Experience
At least 1 - 2 years experience in a customer service/helpdesk role, together with technical qualifications. |
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