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Job Reference Number


Client ID:

RI/JO-1203-244201 HHGG

Posted On:

Mar 30 2012



Job Type:




Italian Support Agents required for SAP

Customer Support role with SAP - Italian required

12 month contract through CPL

Duties and Responsibilities:
· Provide guidance and assistance to front line team members
· Take inbound customer calls and email inquiries, analyze the problem (troubleshoot),
research solutions and provide solid answers easily understood by customers
· Successfully work with more senior staff and management members to handle difficult issues
· Handle difficult situations in a professional manner
· Ensure issues are fully documented within the CRM tool to allow seamless escalation to next
level escalation as needed
· Develop technical solutions to be posted to both internal and external knowledge base
· Provide customers user friendly explanations and follow up, via email and phone
· Identify, confirm and report bugs, escalate to product management for confirmation
· Document defects in our bug tracking tool
· Act as a liaison between our Product Management and Engineering teams
· Collaborate with other employees by providing important customer feedback, processimprovement
suggestions, new troubleshooting tips and other actions that involve improving
our product.

Knowledge, skills and abilities:
· Excellent communication and presentation skills to effectively explain a solution to a
customer's problems
· Exceptional at tracking details and ensuring related documentation and follow-up
· Awareness of security protocols
· Demonstrated analysis, problem solving and troubleshooting expertise
· Solid understanding of Internet technologies
· Ability to multi-task and perform effectively under pressure
· Experience in transferring knowledge to others (coaching & mentoring), sharing information.
· Comfortable interacting with all levels of management and roles within the client
· Ability to effectively prioritize and escalate customer issues as required
· Excellent communication and presentation skills to effectively explain a solution to a
customer's problems
· Detailed, organized and results oriented
· Enthusiasm, strong work ethic and a positive attitude
· Ability to learn and assimilate technical information quickly
· Ability to manage to service levels and conduct customer meetings
· Knowledge of File Transfer protocols is preferable but not mandatory
· Experience with XML is preferable but not mandatory

· Account Management
· Customer Service
· Job Knowledge
· Results Focused
· Teamwork

Education and Experience:
A degree in Business, Information Technology , Human Resources or related , and/or 2-5 years of
demonstrated industry experience

For more information contact the Galway Language Desk on 091 507500 or email CV to [email protected]