UVS Customer Support Representative - London - UK

Für den Support der UEFA Endverbraucher, bei Fragen oder Problemen im Umgang mit den UEFA-Produkten.

Jobbeschreibung

Als Support Spezialist sind sie Teil des europäischen IT Teams und Verantwortlich für den Support der UEFA Endverbraucher, die Fragen oder Probleme im Umgang mit den UEFA-Produkten haben, wie zum Beispiel bei Live-Spielen oder beim Umgang mit dem Video Archiv Produkt Set. Das Ziel soll ein First-Class Kunden Support über den Online Web Chat sein.

Verantwortungsbereiche und Aufgaben

• Monitors and manages webchat queues (for Matchnights) using the helpdesk software.
• Provides a polite, positive, knowledgeable and accurate response to all customers according to set service level agreements (SLAs)
• Responds to technical customer issues and resolves as many as possible
• Responds to non-technical customer questions and resolves as many as possible.
• Monitors and tracks the status of all outstanding web chat sessions to ensure timely resolution
• If first-level problem troubleshooting does not provide resolution then the CSR escalates by highlighting problem area, assigning priority, and distributing information to the appropriate 2nd level support person.
• Maintains the call resolution knowledge base by the timely and accurate entry of resolution data
• Notifies customers of problems or scheduled downtimes

Ihr Profil

• Excellent communication skills 
• Language skills needed: Italian or French/English
• Strong analytical skills
• Strong customer service orientation
• Ability to plan, organize, and prioritize work
• Motivated team player
• Desire and ability to learn from 2nd level support
• ensitivity to customers – is patient, pleasant, and diplomatic even when confronted with challenging situations
• Strong attention to detail

Technical:

• Experience of, or strong interest in, IT media streaming; either products or supporting infrastructure would be a distinct advantage.
• Strong PC/Mac/IT background/user
• E-Mail/Outlook user
• MS Office (Word, Excel, PowerPoint) user
• General telecom industry knowledge and standards would be an advantage
• Experience of MSN/Skype etc

Non Technical:

• Customer service experience preferred
• Experience of using Help Desk software would be an advantage.
• As the majority of the tournaments are out-of-hours a high degree of flexibility will be required.

Bei Interesse senden Sie Ihre Bewerbungsunterlagen bitte an careers@ntteuropeonline.com