Stream Global Services Dublin - Dutch Technical Support

Sector:	IT & Automatisering
Niveau:
Plaats:	Amsterdam

Beschrijving

Position Summary:

This position is responsible for providing problem resolution for incoming service inquiries which are basic or routine. May answer inquiries, solve problems, and perform limited troubleshooting using provided scripting and published materials. This position supports Xbox Customers in the following area: Xbox Live technical and service support of Xbox Live service. The individual in this position must possess strong customer service and troubleshooting skills. In addition, they will be responsible for adhering to personal performance metrics, accepting coaching, and improving their personal performance as instructed.



Role:

• Provide continuous technical support to Xbox Customers via telephone and other electronic mediums for the assigned product category.
• Develop expertise in assigned Xbox Line of Business (LOB) - Hardware, Live, Billing, and/or Retention.
• Deliver individual Performance based on Metrics and Related Targets.
• Responsible for delivering timely, accurate technical answers and providing a high degree of customer service satisfaction.
• Achieve and maintain service level statistics as defined.
• Track & document customer & problem information in call tracking database
• Demonstrates understanding and commitment to protecting customers privacy and information
• Successfully complete training activities to maintain technical currency, and to broaden product knowledge
• Participate in coaching and demonstrate commitment to personal improvement
• Maintain acceptable attendance
• Ensure data integrity, accuracy, and timeliness
• Perform services consistent with quality standards and procedures based on training and coaching received
• Maintain acceptable level of productivity and timeliness


Requirements:

• Leaving certificate or equivalent.
• Excellent Customer service skills
• A minimum of 1 year customer service experience, preferably in a call center environment
• Passion for the customer and customer experience
• Excellent communication skills: verbal, written, probing & reading
• Excellent listening skills
• Ability to gauge customer ability and modify delivery skills accordingly
• Good Technical and troubleshooting skills
• Minimum typing speed of 25 wpm as verified by a formal test
• Understanding of consumer electronics, such as DVD, MP3 or Windows Media Audio, HDTV or DTV, Wireless networking and devices, USB, etc.
• Good knowledge of Microsoft Windows.
• Fluent English
• Explains information in a way that is easy to understand
• Proven capability in searching and creating queries
• Analytical problem solving skills; linear and logical troubleshooting skills
• Ability to handle difficult or irate customers effectively
• Ability to set expectations and deliver information in a positive way
• Ability to learn quickly and adapt to high change environment
• Adapts well to changing circumstances, direction, and strategy
• Knowledge of and experience with gaming consoles or PC gaming systems
• Intermediate level of skills with home networking, as related to file sharing, router setup, IP addresses etc