SENIOR CUSTOMER SUPPORT ANALYST GERMAN
Sales Consulting
Cluj-Napoca
6 zile în urmă

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
  • LANGUAGE :

  • 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.

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