Support Analyst First Line Agent (with ENGLISH)

This position is at CRIT

The selection process will be fully managed by CRIT.

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## Responsibilities * Interact with customers via telephone, e-mail and the web, providing technical support and problems solving abilities. * Identify, evaluate and prioritize customer problems and complaints. * Analyze customer problems and formulate plans of resolution. * Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly. * Evaluate new services, processes and technologies introduced at the helpdesk. * Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements * Work with departmental staff to promote, develop, and maintain strong customer service values. * Escalate unresolved issues to support leads, designated (Client) service group. ## Job Requirements * Mandatory languages: English * Basic PC Skills * Good communication skills * Availability to work in shifts: 7x24 (40 hours per week - 5 days per week) * Advanced experience in Organization Development: Service Orientation, Insight, Proactive Cooperation * Basic understanding of the principles, theories, and practices of group dynamics and/or team development * Basic Business Development:, Results Focused, Initiative * Customer-oriented * Experience: No specific experience is required (initial training) ## Requisitos mínimos * Mandatory languages: English * Basic PC Skills

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