Technical Support Representative [Dutch and German]
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| Type of position | : | 3 months+ contract |
| Location | : | Hoofddoorp |
| Industry | : | |
| Languages | : | Dutch + German |
| Start date | : | ASAP |
| Salary | : | Competitive rate |
| Description | : | Small Intro: The Technical Support Representative is the first contact for our customers with respect to all their questions regarding our products and services. The Technical Support Representative has the responsibility to manage these contacts in a very customer oriented, efficient and effective way to ensure that they are fully satisfied and the required solutions are provided instantaneously. Answers telephone "hot line" and written or Internet-based inquiries from customers regarding company products for the native language region and depending on language skills for customers in other regions. Analyzes problems with nonfunctioning electro/mechanical equipment or software applications to identify problem area(s) and recommend corrective action. Recommends solutions to customer application questions. Maintains log of problems so that recurring problems can be reported to product development. Generates sales lead when appropriate from those contacts. Main Responsibilities: • Discuss with customers (internal and external) technical aspects of product installation, operation and maintenance relative to sales and/or repair considerations • Handle telephone interface using judgments to deal with those, which cannot be handled at first contact and escalate and follow-up appropriately • Handle written customer communications in the form of email and web-chat in support of pre-sale and post-sale customer inquiries. • Obtain accurate customer details and amend contact-handling system when applicable • Generation of sales leads from these contacts • May, in the future, handle customer video chat interactions in support of pre-sale and post-sale customer inquiries. • Gives interface matrix listed compatibility information to customers on company released products. • May handle customer product repair invoicing and assist in preparation of customer service statistics. • Check status of repair orders per customer request. • Providing excellent customer management inclusive of excellent communications, responsive follow trough, and advocacy for customer issues with internal departments Requirements: • 2 years’ experience in technical support position • Problem solving and troubleshooting skilled • Excellent understanding of operation systems • Ability to review and conduct technical articles • Ability to process and retain large amount of information • Customer Focused • Self-driven and independent • People oriented and a team player • Able to manage own time • Strong commercial affinity • Strong communication skills, ability to build and maintain internal and external relationships • Ability to work and perform under pressure • Certification in call management systems / MCDST / Unified Communication is advantage • Fluent English. Additional languages are beneficial • HBO degree or equivalent experience • Typically requires a minimum of 1-2 years of related experience • Uses professional concepts; applies company policies and procedures to resolve a variety of issues. System knowledge on Windows applications, ERP database (Oracle 11i) order management. |
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