Technical Support Associate
3 weeks ago
About the Role
We are seeking an experienced Technical Support Associate to join our Global Service Desk team at Planet Pharma. The ideal candidate will be proficient in English and German, with excellent problem-solving skills.
The successful candidate will provide technical support to employees across various global divisions, troubleshooting complex issues and addressing knowledge gaps effectively.
Key Responsibilities:
- Client Interaction: Respond to incoming calls, chats, and tickets, ensuring they are logged, redirected if necessary, and resolved while setting clear expectations during initial interactions.
- Ticket Management: Create and document all activities in the ticketing system (ServiceNow) according to quality standards.
- Technical Support: Troubleshoot technical and application issues or escalate to Tier 2 teams as needed.
- Problem-Solving: Investigate and resolve complex application and business process issues, identifying trends where applicable.
- Follow-Up: Provide timely status updates and follow-ups on open tickets to meet SLAs.
- Knowledge Management: Use the Knowledgebase to address inquiries and contribute by drafting articles to fill knowledge gaps.
- Mentorship: Offer application and process training to team members and act as a subject matter expert or point of contact.
- Quality Assurance: Assist with reviewing quality records as needed.
- Project Participation: Support application testing, upgrades, deployments, and internal projects.
- Translation Assistance: Perform occasional ad-hoc translation reviews.
Requirements:
- Languages: Proficient in English and German.
- Customer Service: Strong customer service and interpersonal skills.
- Technical Aptitude: Proven ability to troubleshoot and research IT and application issues.
- Communication: Ability to explain technical concepts effectively in both verbal and written formats.
- Prioritization: Strong organizational skills to handle multiple tasks and prioritize effectively.
- Teamwork: Collaborative mindset, willingness to share knowledge, and openness to learning new skills.
- Process Improvement: Commitment to driving quality and innovation in service delivery.
What We Offer:
- Competitive salary: £38,000 - £42,000 per annum.
- Benefits package including health insurance, pension scheme, and paid holidays.
- Opportunities for career growth and professional development.
- A dynamic and supportive work environment.
Location:
The role is based in Chester, UK, with a hybrid work arrangement requiring occasional office attendance.
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