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Your Role and Responsibilities
The Technical agent in the support center is responsible to provide end to end (E2E) technical support to clients through handling client inquiries via phone calls, e-mail and chat.
In detail the agent performs the following tasks and drives E2E client resolution by service request:
Non-Technical tasks:
· Regular communication with clients (via phone, chat and e-mail)
· Call Entry
· Machine identification and warranty entitlement
· Routing/ escalation to manufacturer/ sales if needed
· Handling technical pre-sales information requests
· Damage & refund requests handling
· Handling of client complaints
· Other client service requests handling
· Call tracking and monitoring
Technical tasks:
· Problem determination/ problem source identification
· Remote takeover session handling and part identification
· Standard resolution processing and action plan creation
· Repair request creation
· Problem management
· Usage of test equipment & remote tools
What we offer:
* Company-paid training and certifications
* Access to countless trainings and certification offerings
* Career development and participation in buddy/ mentor/ coach- me programs
* A knowledge sharing culture
* Competitive compensation package
* Working with top professionals in an international environment
* Diverse job role structure giving opportunities for growth within the team
* Hybrid working model
* Recognition awards
* Additional health coverage
* Transportation allowance
* Additional vacation days
Required Technical and Professional Expertise
Preferred Technical and Professional Expertise
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