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Customer ServiceDesk Agent, Iasi



Iasi, Romania 

Job Category:

Customer Service


£10,000.00 - £16,000.00 per month

EU work permit required:


Job Views:




Expiry Date:


Job Description:

Tier2 Customer Servicedesk Agent

  • Receive direct client contacts (e.g., via phone, video chat, web portal, email), triage, and provideremote client assistance to solve the issue directly ifpossible
  • Talk to client and understand client problem
  • Use the knowledge base available to resolve client-reportedproblems
  • Redirect calls to field engineering support if a field support visit isrequired
  • Escalate to remote expert (Tier 3 / “deep dive” team in future model) asrequired
  • Provide part prediction and/or working/troubleshooting directions for the field engineeringteam

Tier3 Customer Servicedesk Agent

  • Respond to escalated software incidents from Tier 2teams
  • Respond to direct escalation (hardware and software), primarily by telephone from regional fieldservice
operations and Customer’s Authorized Service Providers
  • Identify, troubleshoot, research, and resolve complex customer and field serviceissues;
Deliver hardware, software and solution (Customer and third-party solutions) support using remote capabilities
  • CreateknowledgesolutionsforusebyCustomersTier1and2teammembers,andfieldserviceengineers
  • Engage with field support if a client visit isrequired.
  • Escalate the incident to the “deep dive” team, regional service specialist or engineering teamfor engineering issues

Job Requirements:

Perfered Languages: German, French, Swedish, & Finnish.

Employment Type:

Full time
Company Info
Axiom software solutions
Devonshire House,582,Honeypot Lane Stanmore
Middlesex, London, City of, United Kingdom
Phone: +44 (0) 20 38 62 4391
Web Site: www.axiomsoftwaresolutions.com
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Company Profile

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