Help Desk (International) First Line Customer - Todas, Madrid Indiferente

Our client is PGN (20,000+ customers; 50+ countries) with head offices in Gothenburg, Sweden and offices in Gothenburg, Stockholm, Oslo, Copenhagen, Helsinki, Dublin, Brighton, Madrid, Istanbul and Dubai.The Group offers scalable e-commerce (e-invoice, e-order and e-payment) solutions for small, medium and large businesses and organizations with local or global operations performed on their state-of-the-art platform Pagero Online (they bring companies together digitally regardless of size, volume, location and ERP/financial/order system).For the Global Support Center, we are looking to hire 5 people to their office in Madrid, Spain. You will work in rotating shifts (morning, day & night) offering 24/7 first line customer support to all clients. In the position as a first line customer support resource you will:- Provide inbound and outbound (phone, e-mail, chat) support and resolution to costumers.- Walk customer through problem solving process, research tickets. Ensure proper documentation and closure by documenting all correspondence with customer and other related areas.- Obtain detailed and accurate information related to the customer´s necessities and technical issues, questioning and creating tickets with respective priorities.- Liaising between customer, supplier and providers with support group and operation/development teams.- Properly escalate unresolved tickets to level of support, following until solved.- Tracking and routing tickets, being in charge of deliver final answer to customer.- Preserve and grow knowledge of service desk procedures, products, services and create/upload Intranet with information related, alerting team and supervisor.- Support external and internal customers displaying exceptional customer service knowledge, oral / written communication skills.- Testing and improving Pagero Online tools.

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