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Technical Support Representative
3 miesięcy temu
responsibilities :
To provide information to customers regarding their queries and troubleshoot the issues as per defined SLAs, able to work independently and efficiently to meet SLA, Able to comprehend the request of the customer and meet the quality standard.
Manage CCC, Dispatch & Install Base management activities:
o CCC- Interacting with customers on phone, email or chat to capture customer issue, raise ticket on CRM application and assign to relevant teams.
o Dispatch – Monitor open notifications/tickets and act accordingly, such as booking an engineer and ordering spare parts.
o Install Base management – Managing accuracy of system reports by identifying and correcting wrong/missing information in SAP. Interacting with stakeholders to identify missing information.
Improving skill level through Self-development or nominating training programs Skill Reverification Tests
Meeting Quality Scores, SLAs and bringing Innovation and Process Improvement
The individual should be able to work effectively in a team whilst enthusing others to do the same for achievement of common goals of the team
To consistently meet or exceed all agreed Productivity parameters as defined for the process
requirements-expected :
Team oriented/team player
Situational/contextual awareness with the ability to understand the impacts of one’s work.
Excellent critical and analytical thinking abilities
High attention to detail, and high level of professionalism
Proactive, self-motivated, self-starter, minimal supervision
Excellent analytical skills and strong decision-making skills committed to resolution and compliance
Strong organizational, time and workflow management skills
Good fluency in one of the following languages – (German,French, Czech, Hungarian, Dutch) & English language, both written and spoken
Minimum of 1 years’ experience in Customer Service or Technical as Voice Support
Experience handling complaints; driven to deliver an excellent customer experience through resolutions and adherence to response times
Experience working and managing communications, with multiple cross-functional teams/stakeholders.
Having worked on SAP or similar CRM application
offered :
Work from office during training (6 weeks), hybrid thereafter (minimum 3 days WFO)
5 days working - 2 days off - Rotational offs.
benefits :
sharing the costs of sports activities
private medical care
sharing the costs of foreign language classes
life insurance
remote work opportunities
flexible working time
integration events
retirement pension plan
extra social benefits
employee referral program
charity initiatives
