Italian Customer Support - Microsoft in Belfast, Northern Ireland, United Kingdom

Concentrix UK & Ireland Direct Employer

Microsoft is one of the worlds best known technology and software companies. Its dedicated team provides multilingual front line technical support within many product groups. Concentrix handles a total of 1 million incidents annually. As the customer contact point, the Moderator is required to compose responses, generate solutions and interact with customers using personal but professional dialogue and conversational styles. The role requires individuals who have very strong customer focus skills as they will be required to interact with the customers using their own composed responses, templates and online resources. A Moderator is also responsible for maintaining a clean and interactive environment for all participants in the forums. Reporting content gaps and needs to the subject matter expert is a critical role that a moderator should also take, as well as identifying top and high impact issues affecting customers and the Microsoft market share. Responsibilities: • Interact with customers via an online community and e-mail, answering users product/service related questions • Owning and resolving technical issues for Microsoft customers using the tools and resources provided • Effectively communicate with customers via the forum and by email, creating a positive customer and partner experience following defined process. • Answer, create, merge, split, and moderate posts and threads in the Answers Platform to manage forum traffic • Prioritize customer engagement to meet Service Level Agreement (SLA) based on the nature of the case • Drive customer satisfaction and market share for Microsoft • Set alerts or notifications and add tags (meta data) on threads and posts • Block or ban certain users with SPAM like activities and ensure an abuse free environment. Essential Criteria: • Fluency in written and spoken English & Italian • Demonstrates 6 months experience in a customer service environment. • Demonstrates excellent technical proficiency and reasonable knowledge of Microsoft products • Demonstrates experience of working in a team based environment supporting the team in achieving the highest quality standards. Takes an active role in generating a pleasant, productive and professional working environment. • Ability to multitask, plan and prioritise workload, and work on their own accord • Excellent communication skills both verbal and written. Experience of dealing with internal/external customers. • Demonstrates resilience and ability to work on own initiative. • Demonstrates problem solving and troubleshooting skills. • Demonstrates ownership and accountability to achieve deadlines and targets. • Ability to work effectively in a fast-pace, dynamic and changing environment. • Excellent negotiation skills and ability to deal confidently with escalations /complaints. SALARY: £14,435 per annum gross (Please note that the salary reflects the low cost of living in Belfast.) HOURS: 40 hours per week on a rotational shift pattern from Monday to Sunday from 6.00 to midnight. Belfast may be a small city but don't let the size fool you. Belfast is the cheapest city in the UK to live and work; it is the capital of Northern Ireland and a dynamic, growing city with millions being invested in regeneration. Tourism is thriving too, with new visitors discovering our humour, hospitality, scenery and quality of life. Northern Ireland is also home to much of the filming of Game of Thrones. Relocation Package (if required): • Reimbursement of travel costs (up to £250) • Five nights accommodation provided on arrival in city centre hotel • Relocation class on first day • Salary advance (if required) • Ongoing relocation support

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