The primary responsibility of this role is to act as a single point of contact and provide support to all accounts in a specific region. You will establish a strong and professional relationship with assigned accounts and contacts whilst assisting the relevant sales team to increase revenue and market share.
30% • First point of contact for assigned accounts, ensure that all queries are logged and updated on InTouch and escalated to the relevant support functions if applicable.
Take complete ownership of all customer’s issues until resolution and ensure timely follow up on all commitments.
Resolve open issues, provide account status and assist in the customer education process.
Respond to requests on product pricing and features.
Provide customers with updates on the status of their open credits.
Distribute Product Announcements to assigned accounts.
30% • Providing post sales support to the company’s customers. Assisting customers with unit analysis and completing RMA’s when necessary.
20% • Logging customer details and problem description for all Customers and escalating cases to the technical support engineers for advanced troubleshooting and resolution.
Take complete ownership of all Customers issues until resolution and ensure timely follow up on all commitments.
10% • For pre sales customers, this will involve referring customers to local resellers / creating web orders, once customer’s specific needs have been identified. Identifying opportunities and escalating to the correct contact. 10% • Providing customers with ETA’s, product availability, lead times and order status information.
IT qualification or relevant experience
Experience with required education : 1 - 2 years of related experience.
Experience without required education : 2 - 4 years of related experience.
Fluency required in German/English/Polish
Previous Customer support experience desirable.