Bilingual Technical Helpdesk Analyst – L1
| Company | Panasonic Avionics |
|---|---|
| Location | Niagara Falls, NY, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Entry Level/New Grad, Junior |
Requirements
- A+ or equivalency, customer care related & technical helpdesk support.
- Microsoft Office, including Excel, Word, Outlook – Advanced
- Routine problem solving with some non-routine elements.
- Establish rapport with team members to effectively solve problems and solicit opinions.
- Courteously exchanges factual information in a customer complaint environment.
- Calms irate or stressed customers in down time situations.
- Quickly establishes rapport to elicit productive answers to investigative questions that result in timely and accurate solutions.
Responsibilities
- Provides bilingual technical support through telephone & e-mail for timely resolution of customer issues.
- Assists customers with general programming, and or operational errors.
- Make suggestions to improve operational efficiencies.
- Provides guidance to customers on operation of equipment.
- Refers customers to online tools or manuals, technical or sales staff.
- Liaises with management, sales, or technical staff to resolve non-routine elements or issues.
- Participated in team resolution of non-routine issues or initiatives.
- Initiates call back protocols as required.
- Maintains required logs, and related files.
- Maintains detailed and current knowledge of products and services.
- Assists new agents with call center routine.
Preferred Qualifications
-
No preferred qualifications provided.