Technical Support & First Line Support

We are currently recruiting a Technical Supporter for our Service Desk. Are you service minded and do you have a strong customer focus? Are you a creative problem solver with good working knowledge of IT and web applications and do you easily learn new things?
Read on...

Company Profile
At Vergic, we aim to ignite a new and better era of online customer experiences an era driven by a spirit of collaborative, useful connectivity between site visitors and owners. Powered by personalized real-time online customer engagements. Where customers gain relevant information and services. And can enjoy more personal, engaging, and efficient experiences online ? instead of being sent hunting around for service and products in the online world. We offer a unique cloud-based software that helps business, organizations and government/public sector to communicate with their online visitors in real time.
Vergic was founded in 2007 and today we are 32 employees with headquarters in Malmö with branches in Stockholm, Göteborg and Norrköping. Our customers are spread throughout the Nordics and Europe.

Role
The role of First Line Supporter is based in Malmö. He or she will be the first point of contact for all support calls. Responsibilities include among other things:
- Assessing the nature of the incident by asking the 'correct questions', and deal with it accordingly, by either implementing a first time resolution or by passing the more time consuming and more complex incidents to 2nd line support group.
- Recording all calls accurately on the appropriate incident management system so that the necessary information is captured at the outset, thereby ensuring accurate reporting can be completed.
- Instilling confidence with the customer in that the incident and its impact has been logged, understood and will be dealt with as soon as possible, so that the customer will not feel the need to chase up with subsequent calls
- Contributing towards the knowledge of colleagues on the Service Desk and follow agreed procedures and working practices.
All this, whilst ensuring great customer service!

We want you to set high standards for yourself, your performance and your results. At the same time we are offering a fantastic opportunity within an exciting and developing company. With us, you will become a part of a company that is characterized by growth, innovation and development in an environment of teamwork. Your colleagues will challenge and contribute to your personal and professional development.

Candidate Requirements:
- Previous experience of working in an IT Help desk or Service Desk environment (> 2 years)
- Good working knowledge of IT and web/cloud applications
- Working knowledge about HTML/CSS/JavaScript is preferred, but not mandatory
- The ability to quickly learn support for software applications and platforms
- Good software problem resolution skills
- Knowledge of or qualified to ITIL best practices an advantage.
- Proven customer service skills and experience required.

Personal skills:
- Good communication skills ? verbal and written (both Swedish and English)
- Self-motivated with ability to work effectively under pressure.
- Willing and able to collaborate across boundaries to get work done and drive business forward.
- Ability to analyze customer problems

Apply here
If you have any questions, please contact Christian Ståhlberg on +46 73 805 94 22 or send your application no later than 25th of Jan 2014 to jobs@vergic.com