Sitel Group & Sykes are now Foundever™

This vacancy is now closed

Vacancy title
L3 Tech Support Agent
Ref
142702
Function
Customer Service
Work Model
On-Site
Location
Hungary | Budapest
Required language
English
Contract type
Permanent
Employment type
Full time
Closing date
18/12/2023
Description

We are looking for an enthusiastic L3 Tech Support Agent, who will handle all escalations from L1 and L2 Agents who are supporting our client’s products.

Responsibilities

  • Look into escalations from L1/L2
  • Deal with software faults which could not be resolved by L1/L2
  • Perform wider and more specialist research and remote sessions which cannot be dealt with by L1/L2,
  • Provide Firmware updates links to L1, Provide FTP links for customer to upload documents
  • Deal with network scanner issues where testing on a server is required and as per procedure.
  • Ensure that tickets/cases are prioritised and handled according to Service Levels.
  • Utilise knowledgebase and other technical information to resolve tickets/cases.
  • Replicating customer issues with lab equipment, working from the office
  • Act as the single point of contact for New Product Introductions
  • Be an advocate for our client’s products and brands.

Requirements

  • Fluent in English
  • Excellent communication, presentation and problem-solving skills
  • 1 year experience in technical support and strong technical skills
  • Analytical mind with a logical approach to problem solving, very strong technical skills
  • Customer Focused and Team Oriented with good interpersonal skills
  • Good team player

What we offer

  • Competitive salary, bonuses and cafeteria benefits
  • Stable and international company background
  • Multilingual environment, native colleagues from more than 25 nationalities
  • Become a member of a friendly team - a company culture where we respect our diverse and unified teams, where we are proud of our achievements
  • Opportunity for personal development and learning - You can develop and grow within the company as a member of our career program