Technical Support Specialist for German-Speaking Business Customers

6 dni temu


Katowice, Silesia, Polska MARNAY Sp. Z O.o. Pełny etat
Job Description

We are seeking a skilled Technical Support Specialist to join our team at MARNAY Sp. Z O.o.

About the Role
  • The successful candidate will be responsible for providing technical support to large and medium business customers, primarily in Germany, across various communication networks, including landline, internet, and VPN.
  • You will troubleshoot complex issues, conduct thorough analyses of customer reports, and collaborate with suppliers/vendors to resolve problems efficiently.
Key Responsibilities
  1. Fault acceptance and processing via multiple channels (mail, telephone, ticket).
  2. Continuous monitoring and resolution of faults 24/7 for landline & internet, VPN issues.
  3. Troubleshooting main and back-up connections (FixNet, Mobile).
  4. Cabling check & CPE status (LED) xDSL port reset and line measurement.
  5. Actively gathering new information from customers, verifying error patterns, and conducting supplier/vendor inquiries.
  6. Detailed diagnosis formulation and documentation for further troubleshooting.
  7. Execution of additional troubleshooting steps based on diagnoses.
  8. If necessary, assigning suppliers based on diagnoses (line carrier, CPE service, vendor).
  9. Collaboration with 2nd level support (Advanced Troubleshooting, Voice & IP) for intricate fault patterns.
  10. Handling customer escalations and resolving their concerns effectively.
Requirements and Qualifications
  • Excellent proficiency in German language is essential.
  • Knowledge of English is an asset.
  • Flexibility to work shifts 24/7.
  • Able to provide cross-team support when needed.
  • Initial experience in customer support, telephone, mail, and ticket systems.
  • Prior experience in telecommunications and business customer sector is desirable.
  • Ability to work independently and possess excellent teamwork skills.
  • Passion for problem-solving and sense of responsibility, commitment, and reliability.
Benefits
  • Thorough training program.
  • Flexible home office setup.
  • Ongoing opportunities for professional growth and development within the company.
  • Supportive and collaborative team environment.
  • Flexible working hours to accommodate diverse needs.
  • Diverse activities that promote job satisfaction.

Estimated Annual Salary: $70,000 - $90,000



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