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Job description

 

Technical Support Associate with German


Location: Amsterdam, Netherlands, The

Department: Native Speakers

Organization

Our client is an Amsterdam based company specialising in computers and technology.

Function

We are looking for Technical Support enthusiasts to provide problem resolution and world-class customer experiences for incoming service inquiries which are basic or routine. May answer inquiries, solve problems, and perform limited troubleshooting using provided scripting and published materials.

Primary responsibilities
• Resolve retail technical issues via phone, email, or chat
• Develop positive, supportive rapport
• Listen to computer related issues, using technical expertise to understand context of issue and determine factors that may cause or impact the specific issue
• Utilize Knowledge Base tools to work and resolve issues
• Identify when and how specific issues should be escalated to various resolver teams
• Use identified tools to track, escalate and record issues and resolutions
• Manage open cases to ensure resolution work and case closure progresses quickly
• Diagnose and resolve technical hardware and software issues
• Follow up and make scheduled call backs to customers where necessary
• Stay current with system information, changes and updates
• Ability to work with onshore/offshore teams, and communicate using virtual communication tools (phone, conferencing, online meeting, chat, etc.)
• Provide timely and effective resolution to support requests based on service level agreements (SLA)

Objective:
• Ability to recognize and respond to customer needs and demonstrate sincere commitment to resolving customer needs
• Ability to employ a high level of interpersonal and communication skills to move beyond customer frustrations to solve customer problems
• Ability to employ patience and self-control in handling irate customers
• Ability to “think outside the box” to provide consult to customers on features and benefits of the product both Software and Hardware related
• Provide a world class experience



Requirements

• Knowledge of and experience with various PC Operating Systems (Win XP, Win 7, etc.)
• Knowledge and experience with Microsoft office
• Knowledge of and experience with gaming consoles or PC gaming systems
• Ability to navigate the internet and use search engines to find information
• Ability to utilize phone system as required
• Experience utilizing, configuring, and troubleshooting in multiple environments

The candidate needs to be based in The Netherlands.

Offer

Job Type: Full-time
Competitive salary



Application

Cintia Font
(+34) 93 231 00 00 (ext. 198)
cfont@talentsearchpeople.com



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