03-02-2011 | EXPIRA LA 09-02-2011
Job expirat
Constantly improve the technical support technicians’ performances by ensuring a regular follow-up, in the field, of their training needs, by using tailored training, implementing corrective actions and objectively assessing their progress in coordination with senior coach’s advice.
Content
• Audit technical support teams (including by calls supervision) in order to identify their training or self-training needs concerning : call handling skills, technical expertise and knowledge of procedures and tools
• Define, plan and implement individual corrective actions, coaching or self-training programs (OFFLINE) according to objectives
• Implement an individual coaching program for Hotline technicians to help them reach excellence on customer satisfaction (call handling skills, procedures, diagnostic methodologies, product knowledge)
• Maintain high technical competence by attending trainings sessions
• Facilitate the integration of newcomers in close collaboration with the Training Department by ensuring that they receive proper training in products, procedures, tools and working methods
• Participate in the creation of tools to improve tech support abilities and their distribution to the teams
• Control the efficiency of these actions by developing assessment tools to measure knowledge and results (ex: Question Mark)
• Check progress regularly with each technician and compare with the objectives set previously
• Carry out required reporting in relation with other coaches.
Internal and External Customers
Internal:
• Hotline Technicians
• Hotline Team Leaders
• Tech Support Coaches
• Senior SER Coaches
• Second level Support
Product Support Team
External:
• IPS
• Training Dept
• Other Regions Coaches.
• 5 to 6 years experience in a technical computer environment
• English is desired
• Technical support experience (2 to 5 years).
PERSONAL SKILLS
• Listening capacity
• Communication skills
• Availability, patience
• Analytical and Synthesis skills
• Team working.
Furnizam solutii extinse pentru proiecte de Resurse Umane inca din 2005. Adaptam cu succes noile tendinte in domeniul Resurselor Umane si utilizam creativ oportunitatile pe care le ofera mediul economic pentru atingerea target-urilor comerciale si de comunicare ale partenerilor nostri.
Munca noastra include solutii bazate pe analize si experienta, programe de implementare a strategiilor de retentie si motivare personal adaptate fiecarui partener, analize complete ale profilurilor candidatilor, selectia strategiei optime pentru implementarea fiecarui proiect, evaluarea si monitorizarea eficientei solutiilor propuse.
Aceasta se traduce in programe inteligente sustinute prin baze de date complete si complexe, aplicatii web, portaluri de informare si socializare, baterii de teste concepute si implementate impreuna cu fiecare dintre parteneri, campanii de marketing online si head-hunting.
Misiune: sa contribuim la indeplinirea obiectivelor partenerilor nostri prin abordarea celui mai important capital al oricarei companii; cel intelectual!
