Level 1 Agent

Job Description

The objective of a Level 1 Agent is to deliver in-depth End-user support and strive to deliver a high level of resolution upon the first contact with the End-user. Level 1 Agents will use all available knowledge tools and resources, call tracking tools and remote-control software to achieve the defined service level objectives. They are required to quickly diagnose and triage issues, resolve Incidents and/or dispatch to the appropriate Resolution Group. They are expected to deliver a high level of customer satisfaction.

Responsibilities

The Level 1 Agent is the first point of contact into the Service Desk via all agreed communication channels and is responsible for contact-registering, classification, resolution, ticket tracking and end-to-end ticket management on the full range of services and applications as defined for the customer. The Level 1 Agent is expected to resolve all issues which can be resolved by the Service Desk and to perform a Log and Dispatch role for the remaining service requests. Excellent attendance and punctuality are required. 

Responsibilities

• Handle contacts promptly and professionally and ensure delivery of all SLAs
• Create a Ticket for new contacts into the Ticketing Management Systems
• Identify and resolve Customers’ request, problem or incident using the relevant knowledge base tools and other technical resources
• Operate under close supervision
• Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated daily and every effort is made to deliver service levels
• Fully document every ticket as per the internal quality assurance standards
• Participate in all internal meetings and feedback sessions
• Comply with all internal ticket management processes
• Present a positive, effective and flexible contribution to achieving team targets and objectives
• Complete desk specific or ad hoc tasks
• Remain well versed in help desk policies, procedures, standards and documentation
• Protect confidential and sensitive information and materials
• Collaborate with other team members to provide high quality support
• Ensure constant self-development using day to day work, web based training, and any other available tool
• Be available for work at the scheduled shift start time and be logged on the telephone system
• Use correct activity phone codes and demonstrate a responsible approach to these at all times
• Adhere to the telephone login procedures
• Pass Acceptance tests (final test calls)
• Mentor new hires during their incubation period (AILP)
• Support the development or improvement of internal trainings and processes by providing feedback and professional knowledge

Requirements

Personal Skills:

• Customer oriented, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution 
• Excellent time-management skills
• Ability to follow specific processes and procedures
• Team player
• Excellent communication skills, both oral and written

Technical Skills and Experience:

• Computer/IT literacy – comfortable working with Windows operating systems, Microsoft Office Suite, etc.
• B2 level of written and oral English language and excellent command in spoken and written in any of the listed languages: Czech/ Danish/ Dutch/ Estonian/ Finnish/ French/ German/ Greek/ Hungarian/ Italian/ Latvian/ Lithuanian/ Norwegian/ Polish/ Portuguese/ Romanian/ Slovak/ Spanish or Swedish
• Good analytical and troubleshooting skills