Primary responsibility is to help customers to solve technical issues (post sales) and to answer any questions about the features and capabilities of the products (pre-sales).
Main portfolio will include different product ranges (but not be limited to heating control devices, different types of thermostats, security systems, Home Alarm Kits and their accessories, Quick Start Alarm Kits and their accessories, Doorbells).
JOB DUTIES :
Provide pre- and post-sales technical assistance for customers : facilitating the identification, investigation, resolution, root cause analysis and replication of technical issues.
Areas include, but are not limited to, configurations, installation procedures, application functionality, and other areas as related to system operations.
Coverage of Technical Support Helpdesk (Phones, mail, email, live-chat, social media coverage and web support)
Identification, investigation and resolution of support requests
Case Management : recording and tracking of all activities in CRM (Service Cloud)
Timely communication to customers with focus on customer service and relationship building
Build relationships with customer base and become knowledgeable about the customer’s needs. If the question could not be answered within the initial contact, keep the customer updated on the status of reported problems.
Communication with strong focus on customer service and solution quality.
Provide support for new colleagues and can act like a buddy’
YOU MUST HAVE :
Fluent both GERMAN and English language
Experience with customer service or technical support role
Strong Customer Service skills ability to quickly gain customers trust and confidence.
Basic Knowledge of computers, electric & electronic concepts and devices
Strong problem solving skills ability to quickly and correctly assess the impact, complexity and urgency of problems reported by customers.
WE VALUE :
Experience in a multinational environment
Strongly preferred but not required is a selection of the following competencies : Knowledge of central heating systems and controls An interest in technology Experience with networks and RF connectivity
WE OFFER :
Employment in a strong and multinational company
Wide range of benefits including medical coverage, 26 days of holiday, Meal vouchers and more.