Main Duties: Inbound Call Handling

 Handle in-coming calls from client’s customers.
 Track, Escalate, (as appropriate) and Resolve queries as appropriate.
 Log all calls.
 Provide feedback on problem status to customers.
 Provide product and pricing information to customers.
 Develop technical knowledge of products in order to increase resolution capability.
 Display a positive company image at all times
 Assist in the generation of hot-line support tools and process improvements


Database Management

 Assist in the design of client specific databases to handle all aspects of the support requirements
 Build specific customer databases as required.
 Enter all pertinent customer information into the database.
 Update customer records as required.


General

 Report on call activity on a regular basis.
 Perform all other job-related duties as assigned.


Personnel Specification:

 Good communication skills.
 Self-starter.
 Team-player
 Third level technical qualification and/or relevant experience : 1 –2 years
 Previous telephone and customer service experience is an advantage
 Previous technical support experience desirable bur not essential
 Ability to work flexible hours/days as client needs require.

Technical Skills Specification:

 Knowledge of PC architecture
 Experience in dealing with the different releases of DOS and Windows (’98, NT,2000)
operating systems as well as Apple Macintosh and Linux
 Knowledge of database systems and languages e.g. Excel, Access, SQL
 Knowledge of Internet applications
 Understanding of web design would be advantageous