Senior Technology Customer Support Analyst with German
GEP Czech Republic, s.r.o.
Cluj, Romania
4 zile în urmă
source : Europe Language Jobs

Description

  • Develop a sound understanding of the organizational policies, procedures and eProcurement tools and implement it on a day to day basis
  • Provide technical assistance via phone, email and webex to clients, across the globe for eProcurement tools
  • Proactively communicate issue status in a timely way to the clients and the management.
  • Take ownership of issues until they are successfully resolved. Ensuring the timely resolution to meet our Service Level Objectives’ (SLOs)
  • Answering inbound calls of clients as per the SLA s and ensure resolution on call first fix
  • Making outbound calls to clients if process demands so
  • Ensuring complete documentation with the ticketing system for ease of reporting and follow up as per the process
  • Efficiently and concisely document support calls / email support inquiries and resolution into the company’s tracking system, practicing ITIL concepts
  • Filing Solutions’ and Problem Reports’. Co-coordinating with various concerned departments to ensure the dynamic fixture of bugs and issues
  • Analysis of issues, collecting of right information
  • Willingness to learn
  • Perform special projects as requested by the Manager
  • Deliver product training courses to customers and internal staff
  • Develop a strong professional rapport with assigned customer accounts to help build our business
  • Ensure customer feedback as per the set standards of the company
  • Practice process improvements as defined
  • Assist Sales and professional services teams in terms of trainings of products and troubleshooting.
  • Developing training material if need be and updating it on a timely basis
  • Functioning as a core part of the team, aligning individual activities to meet the goals of the team and organization at large
  • Understand cultural diversity and apply them to build client trust
  • Requirements

  • Excellent communication written and verbal
  • Knowledge of English and German language (both spoken and written)
  • Analytical aptitude and business acumen
  • Excellent follow up & coordination skills
  • Knowledge of computer software applications, MS Excel, Word & PowerPoint (PF)
  • Team player, high motivation, positive, can-do attitude, flexibility and adaptable to changing situations, flexible, self-starter
  • Offer

    GEP benefits : Above standard starting salary, Language courses, Extra vacation days, Lunch vouchers, Sick days, Contribution to Pension or Life insurance, Multi-sport cards and Home office.

    GEP cares about people : We provide training, mentoring programs and career development plans to invest on our people.

    GEP is fun : A fully renewed and modern office in the center of Prague, hosts an open, friendly and multicultural atmosphere with different nationalities.

    GEP is growing : By adding new customers and providing new services, we have managed to consistently increase our turnover by double digits over the last couple of years.

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