Customer Support Agent - Nwaretech : Job Details

**Customer Support Agent**

****Reason of Existence****

The Customer Service Agent is responsible to provide frontline technical and application assistance, once the project implanted, to customers experiencing difficulties with the product. He answers inquiries, gives information about products, services, and company policies, and processes service requests within the time provided by the company.

****Roles & Responsibilities****

***First Line***

* Answer service calls and customer inquiries.

* Deal with complaints about products, services or company policies.

* Search information about the customer (his file).

***Correction of the situation***

* Consult the user guides, technical manuals and other documents to identify and implement the solution.

* Duplicate the problem situation to better understand it.

* Perform necessary steps to correct the situation.

* Provide advice and training to the users/customers in response to the difficulties experienced.

***Follow-up and documentation***

* Organize and ensure updating of a problem log for use by others.

* Respect the priorities assign to him

* Keep his ticket updated (status, dates, etc)

* Keeps customer updated on progression

* Update the customers file (problem, intervention, people involved, date, etc.).

* Collaborate to solve various problems with various members of Customer Service and other departments.

****Profile & Requirements****

* Teamwork: give his opinion, ask for help from others, and support general opinions.

* Analytical: identify every element of a situation, compare data, detect problems, and identify the causes.

* Innovative: contemplate about the efficiency of the present operation methods, bring new elements, and try out new things.

* Motivation: start over many times and try to pursue despite difficulties.

* Initiative: take initiatives and be creative.

* Timeliness: feel that meeting deadlines is of great importance.

* Bachelors or college degree in computer science

* 1 to 3 years of experience in application support, consulting or power user

* SAP B1

* MS SQL

* Functional English

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