Our client is an US based global manufacturing organization, employing over 133,000 people worldwide with a turnover of over $21 billion in 2010, with more than 20 years of experience in Sales, Engineering and Manufacturing in Central & Eastern Europe.
Duties & Responsibilities :
Trouble shooting and resolving Customer issues initiated through the phone queue system while providing excellent customer service
Trouble shooting Customer issues initiated through the electronic submission system while providing excellent customer service
Provide assistance to Sales / Field Agents on technical issues relating to Avocent product
Generate and maintain knowledge content on the Knowledge Management System following the Knowledge Centered Support guidelines
Research technologies online in search engines, Vendor sites, User forums as well as the knowledge management system
Understands the customer's business impact and acts accordingly
Positions workarounds with customer in a manner that helps them understand why the workaround is viable and helps achieve the desired business outcome.
Recognizes when a customer will run into issues unrelated to current incident within assigned components (e.g. patches, configuration issues, etc.)
On escalated issues the Analyst follows up regularly with whomever the issue has been escalated to
Listens to the customer and asks related follow-up questions
Takes ownership of responsibilities beyond the minimum expectations
Embraces change as a business necessity
Gathers information well to fully understand and diagnose issues which customers report in a confusing or incomplete manner.
Identifies workarounds for new less complex problems
Additional Competencies required (100% of Associate column in Career Ladder and 75% of Senior column in Career Ladder)
Knowledge & Skill Requirements :
Strong customer service skills
Able to work under pressure in a fast paced environment
Extensive telephone and email interactions with customers.
Excellent verbal and written communication.
Advanced trouble shooting skills
Bi-lingual in English / German
SALES CONSULTING is a human resources company with national coverage on three main domains : recruitment, personnel leasing and assessment centers.