Finnish speaking Service Desk agent

For Atos IT Solutions and Services, we are looking for an enthusiastic new member to join our positive and results-oriented Atos team in Tallinn, Estonia.
The successful candidate will be part of a service desk team and the main role is to provide IT support to our customers for their everyday IT-related questions via e-mail, phone and chat in Finnish and English language. Your job responsibilities include user account administration, crafting and upkeeping instructions, handling communication between the customer and the technical teams.

Key Responsibilities:

• Accept inbound requests via phone, chat, email and ticket queues
• Record and process incidents and service requests according to process specifications
• Communicate with users to understand issues and provide known solutions
• Document and resolve incidents according to process specifications
• Forward incidents which cannot be resolved to downstream support groups according to process specifications
• Initiate escalations according to process specifications
• Work collaboratively supporting team via Skype/Lync
• Assist with training and supporting fellow agents
• Average expected time on task between 4 to 12 minutes
• Expected resolution rate between 60% - 90%

Required capabilities:

If you are already curious and enthusiastic about this opportunity within our upbeat team, then we expect the following from you:

• Enjoy working with high professional standards to meet high expectations from our customers;
• Havnical know-how in infrastructure technology is a definite plus;
• Ready to provide the best solution to client queries;
• Carry a positive attitude;
• Proficient in Finnish and English Language skills, able to communicate easily with customers both verbally and in writing;
• Flexible demeanor and thus prepared to work in shift to provide service to our customer.

What we offer:

We offer you the starting point of an exciting career at the largest European IT company! You will get the opportunity to work in a close-knitted team to support our phenomenal customers. Besides this, you can expect:

• On the job training;
• A competitive salary with possibility to earn a monthly bonus;
• Fantastic benefit package;
• Be part of a shift-based team;
• Possibility to work remotely;
• Very friendly and encouraging team members.