What will be your duties and responsibilities in this job?
• Handle L1 internal and external customer related issues and concerns using published documentation and knowledge base;
• Work with L2 tech support or Field Technician to gather further detail, research issues, seek resolutions and deliver a solution to the customer;
• Develop FAQs, Technical Tips and ‘How-To ’videos on Hardware also Software applications;
• Resolve customer issues and provides technical support and client counselling via phone & email;
• Check product problems and report them in SalesForce.Com or FX (SFDC Case management/Field Centrix);
• Escalates problems to Range Specialist/Level 2 or Field technician and work closely with them to develop product knowledge in order to achieve independent call handling.
What critical skills are needed for this position?
• Bachelor degree or equivalent professional qualification;
• Minimum of 2 year experience in customer support;
• Good technical skills, knowledge of CRM and ability to learn new software and hardware;
• Solid communication skills in English and other EMEA language (Italian, Spanish and French);
• Good communication skills, ability to handle pressure and meet critical deadlines;
• Customer and teamwork oriented & embrace cultural diversity;
• Organized, agile, committed & motivated person.
• Highly competitive salary;
• Language allowance;
• Meal vouchers;
• Benefits platform;
• Private medical plan;
• Holiday vouchers.
We are a Romanian company and since 2004 we have been managing to prove by our results that combining the professional experience with the seriousness and the involvement is the solution to build a durable relationship with our partners. The values that lead our activity: Team integrity in the relation with our clients, candidates and stakeholders; Continuous improvement of the quality and the efficiency of the fulfilled projects; Positive attitude 100% oriented towards the client.
We represent the main integrated HR services provider within Western Romania, our position being valued with 1st Prize awarded within the last 5 years by the National Chamber of Commerce.
Our clients, national and multinational companies that develop their activity in the country and abroad have remained faithful to the services we offer and together we have managed to develop and become better and better in what we do. Our clients come from various fields, such as: ENGINERRING/AUTOMOTIVE, IT&C, FMCG, SERVICE CENTER, SALES, LOGISTICS