Position Title: Technical Service Representative (Tier 1)

Location: Romania

Working Hours: 8AM to 5PM EEST Monday thru Friday (5×9); may be required to work other shifts to meet customer needs

                     

Experience

•  Minimum 6 months -1 year of demonstrated customer service-oriented experience

 

Functional Skills 

• High level Integrity, understand & abide by our business practices
• Willingness to learn (LOB specific product/service, policies & processes), execute and improve
• Ability to effectively navigate through desktop tools, applications and websites
• Basic Knowledge on MS Office
• Excellent Problem solving skills with proficiency in identifying issues by performing Root cause analysis
• Proficiency in keyboarding (30+wpm), Windows-based applications, internet and web browsing
• Ability to utilize various documentary and personnel resources to craft case-specific action plans
• Ability to work with a sense of urgency
• Ability to spot and report areas for continuous process improvement
• This role is temporarily remote due to COVID-19.
• You must be able to work assigned shifts during the center’s hours of operation: 8AM to 5PM EEST Monday thru Friday (5×9)
• Bachelor’s degree in Computer Engineering, Management Information Systems or equivalent degree/experience preferred.

 

Soft Skills:

• Must possess excellent oral and written communication skills in German/French/Italian + English
• Ability to express precisely and with clarity
• Excellent listening & Probing Skills
• Exhibit strong interpersonal techniques – is positive, pleasant, respectful and customer focused
• Ability to express empathy and exhibit a desire to help others
• Provide case handling that is unique and based on each individual customer’s specific needs and schedule
• Ability to de-escalate difficult customer issues to full resolution
• Focus on creating a satisfying experience for the customer by using professional customer service techniques, personalizing and focusing on adding value
• Ability to cope with stress and to remain calm in all customer service situations – remain patient, polite and provide excellent customer service
• Preferred to have trouble-shooting experience with VoiP/Cloud PBX systems / cloud telephony technology
• Ability to handle high volume of tickets, phone calls, and chats.
• Being a true team player is a must.

 

Duties and Responsibilities:

• Resolve technical problems and answer queries by telephone and web portal.
• Diagnose, identify, isolate and analyse problems utilising technical knowledge, historical incident records and knowledge base.
• Record, maintain and update customer support incidents.
• Escalate more involved problems to the appropriate Tier 2 team.

 

Skills and Attributes:

• At least 6 months to 1-year experience in Technical Support or a position of similar nature.
• Technical troubleshooting skills and problem solving.
• Knowledge of Microsoft Windows Operating System
• Basic Networking including Firewalls & Proxy servers.
• Ability and desire to quickly learn products and technologies
• Time management, decision making, prioritisation and organisation skills.
• Passion for providing world-class customer service.

 

Advantages:

• Computer Science education and/or technical certifications