CUSTOMER SUPPORT REPRESENTATIVE (GERMAN) (PE-11507)

2023-01-13-Budapest-Ügyfélszolgálat
A munkáltatóról / About the company
On behalf of our multinational partner, we are searching for candidates for the following position: CUSTOMER SUPPORT REPRESENTATIVE (GERMAN)
Pozíció részletezése / Position overview
We are obsessed with delivering an amazing customer experience. As a Customer Support Tier 1 Representative, you are the first line of defense to educate, solve the problems of and delight our customers. This position requires technical acumen, customer focus and a personable, professional and collaborative style to solve a range of issues from product troubleshooting to billing.

The Sr. Technical Support Expert is a strategic customer advisor and the internal voice for the customer base. The Sr. Expert will both have the accountability and responsibility to deliver on Customers’ needs. This role acts as a liaison between customers and all functional areas within our client to resolve technical support inquiries. Working with resources across the client’s organization, the Sr. Expert expedites the resolution of issues to empower customers to reach their greatest success potential.

What you’ll be doing:

Provide exceptional support for our applications and associated services
Answer phone calls, chat and emails to troubleshoot issues customers face when using our products, including account access, setting up templates, sending documents, billing, etc…
Meet and exceed service level goals
Utilize support tools and resources necessary to get the job done, including e- mail, chat, telephone and Salesforce
Proactively identify improvements to the product, identify bugs and otherwise determine opportunities to enhance the customer experience.
Stakeholder/Business Management:
Respond through email and chat
Meet/Exceed targets set within the key research activities
Process Improvements and Adherence:
Ensure process guidelines are followed and met as documented
Stay updated with the process knowledge / changes -- refer to knowledge updates/ repositories to effectively process transactions
Adhere to security practices set by organization
People/Team:
Contribute to and participate proactively in knowledge sharing sessions
Participate and contribute to organizational level activities
Personal Excellence:
Record own attendance company related queries
Complete mandatory training for self as identified
Align individual goals with team objectives (work cohesively with the team)

What you need to have:

Basic Qualifications
High School Diploma
Expert understanding of desktop operating systems including Microsoft Windows 2000

Preferred Qualifications
General understanding of internet technologies
Fluent or close to native in German; at least upper-intermediate English
Understanding of Windows, Android and Apple OS is a plus
Experience using Salesforce.com a plus
Demonstrated customer service skills to be able to solve customer service issues—both technical and account related
Self-motivated, highly collaborative, creative, goal-oriented and team-centric
Superior oral and written communication skills
Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
Attention to detail, excellent organizational skills, superior time management skills
Ability to work in a collegial fashion with peers in other organizational units
Ability to work independently and problem solve in a rapidly changing and sometimes ambiguous environment
Previous experience in a customer or technical support role a plus
Fluency in Spanish a plus
Bachelor’s degree or higher in a relevant field preferred
Ability to troubleshoot regular exd CSS
Log analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similar
Self-motivated, goal-oriented, excellent organizational skills and superior time management skills
Subject Matter Expert for at least one vertical across our client’s technologies
Effective communication skills which are a key component of this role, with audiences that include customers, peers, and occasional executive presence pressions and other complex data validation rules
Expertise with web-based applications, web service APIs, monitoring tools (e.g. Dynatrace), and authentication technologies such as SAML and oAuth
Familiarity with structured query languages such as SQL and SOQL
Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
Ability to collaborate with peers across the organization without friction
Familiarity with our client’s Contract Lifecycle Management workflows and architecture
Multi-lingual in our client’s supported languages
Professional experience within relevant industries for which our client provides solutions

What we offer:

Chance to be part of a rapidly expanding organization
Training and continuous learning and certification opportunities (we have the BEST and most professional TRAINING TEAM in our organization)
Multilingual environment, native colleagues
Pleasant and inspiring working atmosphere with multicultural community and state-of-the-art technologies
Home office possibility
Easy to access location and modern office building (easy to reach from city centre, 10-15 minute commute)
Competitive salary and cafeteria benefits; free sport allowance (near the office buildings), All You Can Move SportPass (at a discounted price), medical benefits and other perks
Reimbursable language courses
Team events and Company events (cool and youthful parties with team-games, cake-Friday, etc.)
High value awards and recognitions, annual bonus for top performers, and annual salary review

KAPCSOLAT

Cím: 1134 Budapest, Dévai utca 19. VIII/811

E-mail cím: office@jobsgarden.hu

Mobil: +36 70 399 9557

+36 70 668 1682
(English speaking contact)

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