Technical Service Representative – Romania

Posted 5 months ago

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



  •  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.



  • Computer Science education and/or technical certifications

Job Features

Job CategoryTech Support
Job LevelFresher / Entry Level
Experience0 - 1

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