To be part of a team that supports our client’s customers within an organization that interfaces between the customer and technical support across Europe, the Middle East, Africa, the United States, and Canada.
Manage customer expectations in accordance with established company processes and procedures. Evaluate (from a commercial perspective) how the customer’s technical issue affects daily business processes. Engage the appropriate stakeholders to ensure that critical customer cases are resolved effectively and in a timely manner. Assist the customer with queries relating to system access and downloading software. Proactively position service entitlements to customers in line with their contract agreement.
Fluency in English and German. Collaborative approach to work with others to achieve group goals; ability to energize people to work together to accomplish business results. Willingness to take personal responsibility to ensure external and internal customer satisfaction despite time pressure. Ability to build relationships and develop rapport internally and with external clients. Commitment to continuous updating of knowledge of current systems and technology by reviewing materials and consulting internal or external experts. Recognition of and action on opportunities to address present problems and work toward a resolution. Flexibility with working hours. Minimum of two years of experience in a customer service role. Good IT skills an advantage.