Don’t miss out on this great opportunity to join one of the leading BPO companies in the world!
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.
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)
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
Fluent in Swedish or Norwegian or Danish or Finnish
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