| MISSION |
- Provide clients with high quality service, efficiently and rapidly
solving their assistance requirements via telephone, mails and fax.
|
MAIN DUTIES &RESPONSIBILITIES |
- Good knowledge of your product range
- Accurately track the calls through Winc@ll
- Provide high quality telephone assistance
- Answer calls for specific contracts
- Provide the best efforts to solve clients’ issues
- Perform tests on software to spot errors and inform R&D teams
- Follow up international assistance requirements
- Ensure optimization of calls to avoid any waiting list
- Provide professional service with a customer oriented focus
|
| DIRECT REPORT |
|
| CLIENTS - Internal |
- R&D
- Project managers, consultants, sales teams
|
| CLIENTS - External |
|
| EXPECTED RESULTS &MEASUREMENT CRITERIA |
- Number of calls solved
- Quality of writing
- Minimum waiting list
- Client satisfaction
|
| ESSENTIAL EDUCATION & EXPERIENCE |
- BS in Computer Science
- Beginner or first experience
|
| NECESSARY LANGUAGE SKILLS |
- Local language
- Fluent in English
|
| SPECIALIZED KNOWLEDGE AND NECESSARY SKILLS |
- Very good knowledge in Windows NT, Windows 2000, XP and Windows 2003
- Expertise in PC hardware configuration
- Knowledge in telecommunications (FTP, SSL, TCP/IP, http)
- Notions of client/server
- Knowledge of PERVASIVE engine
- Knowledge of Metaframe
- Development skills (.Net, SQL)
- Knowledge of Oracle 8i, 9i
- Knowledge of MSSQL 2000
- Knowledge of MS-DOS
- Problem solving skills
- Good interpersonal skills
- Team spirit
- Client oriented
|
