Technical Support Associate with German
Amsterdam, Netherlands, The
Our client is an Amsterdam based company specialized in computers and technology.
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.
-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)
-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
We are looking for someone with the following skills and abilities:
-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.
We are offering:
-Opportunity to join an expanding company.
(+34) 93 231 00 00 (Ext. 107)