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Technical Support with German

Job Description

Be part of it

As a Technical Support Agent you will be the first point of contact for all over Europe! Our client will depend on you to provide the highest standard of technical support. They will seek your advice on products and services that will make their business the greatest that it can be! Our client is looking for enthusiastic individuals who are interested in working in a fun, fast paced and performance based environment which will involve advising, solving and communicating with customers to deliver first class service. Confidence and experience with customer service are a must and world class training will be provided to give you the skills, confidence and knowledge to grow and develop within your role.

Your challenge

Your main role will be to answer and respond to inbound calls, emails, or chats using documented procedures, available tools and supplied script(s) to assess customer’s technical support needs and handle/route accordingly to the satisfaction of the customer. You will also be responsible for creating service requests within supplied Customer Relationship Management (CRM) systems. Daily tasks will include:

•  Document problem definition

•  Document and log all contacts and actions into database per specified guidelines

•  File appropriate data (soft and hard copies)

•  Provide direction to customers promoting online self-service and web based solutions

•  Create temporary “work-around” for immediate customer issues when appropriate

• Use a lab to simulate customer environment and issues as necessary to replicate & resolve

•  Serve as escalation point for eService requests

•  Escalate to Technical Support unresolved customer issues by packaging, with concise description, actions, and traces required for escalation of “bugs” and/or “request for assistance”

•  Provide customers with existing Service Request status and routes call appropriately

•  Handle RMA issuance and guidance to promote self-service RMA tracking

•  Remain knowledgeable of performance requirements, product line and service offerings

Your Resume

•  Fluent in written and spoken English and German 

• Experience in customer/technical support

•  Knowledge of networking configurations

• Familiarity with telephony concepts such as ISDN, PRI, analogue, VoIP and digital circuits

•  Experience in fault diagnosis and troubleshooting techniques

• Proficient working in a Windows environment with multiple applications and navigation between applications to research information.

•  Intermediate knowledge of PC and software applications including Microsoft Excel, Word and Outlook

•  Customer service orientation

•  Excellent oral and written communication skills

•  Ability to communicate technical issues clearly based on user level

• Excellent literacy and numeracy

•  Strong interpersonal skills, ability to establish and maintain effective working relationships

•  Ability to handle stressful situations and bond professionally with frustrated customers

Ref: 5366

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