To support our client’s customers through the provision of a professional service (e-mail and phone) to resolve technical queries and requests, focusing on accuracy of solution & quality of service.
Troubleshooting customer queries and requests, utilising an eService suite of support options (e-mail and phone), thus ensuring the ultimate customer experience.
Utilising own initiative to provide a professional service to customers by ensuring that a problem is pursued from initial contact to final resolution, in accordance with guidelines and procedures.
Provide content to the knowledgebase system on a regular basis.
Schedule day-to-day responsibilities (phone calls, e-mail, daily/weekly reports etc.) so as to consistently achieve set targets.
Develop technical expertise utilising all of our client’s tools (Knowledgebase, product testing, further education, in-house training courses) &external sources e.g. internet sources, industry publications.
Professional customer focus for both internal and external customers.
Capable of working both on own initiative and as part of a multilingual multi-disciplined team.
Excellent communication skills both written and verbal.
Knowledge of PCs, Hardware and Software and PC/Mac Operating systems.
Knowledge of MS Office and Lotus Notes and Internet would be advantageous.
Native German and fluency in English.