Technical Support Specialist (German Advanced)

Employer: Voxpro
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • BUCHAREST
  • Updated at: 27.03.2019
    Short company description

    Voxpro is an award winning provider of Multilingual Customer Experience &
    Technical Support solutions to giant global brands. Voxpro is headquartered in Cork,
    with another Irish office located in Dublin's Silicon Docks. We also have offices in San
    Francisco, Folsom, California and Athens, Georgia. Our success is our people. Their
    creativity and hunger deliver compassionate, clever and robust solutions. Their talent
    attracts great clients whose vision engages our people. This is the sustainable and
    happy life cycle of Voxpro.

    Requirements

    Fluent in German

    English (min. B2)

    Understanding and interest in consumer based electronics;

    Excellent verbal and written communications skills, you will also have excellent attention to detail;

    Proven resolution, logical troubleshooting, customer service and customer satisfaction skills;

    Excellent listening, probing and de-escalation skills;

    Ability to learn quickly and be passionate about learning new concepts, technology and processes;

    Possess strong analytical skills with excellent communication, literacy & interpersonal skills;

    Have the ability to handle multiple tasks and prioritise on an on-going basis;

    Available to work a variety of shifts including some weekends;

    Strong ability to understand technical issues in an environment involving products platforms and smartphone apps;

    Passionate about delivering exceptional customer service;

    Focused on meeting/exceeding targets;

    An excellent time manager with the skills and ability to prioritise workloads;

    Self-motivated with a high level of initiative and attention to detail;

    A team player with excellent interpersonal skills;

    Experience using WiFi enabled devices and products would be a plus;

    Strong problem solving / resolution skills.

    Responsibilities

    Role Description:

    This is a fantastic and challenging opportunity to work with and support the leaders in the health technology revolution. If you are passionate about innovation and leading-edge products that can have an impact on the environment and how we live our lives, then this is for you!

    We are always looking for new and exciting talent to join our teams. As a Technical Support Specialist, you are a motivated and enthusiastic individual with a passion for technology. A problem solver, you are looking for a challenge in a dynamic work environment.

    As part of your role, you will answer inbound calls and emails from customers in an efficient and timely manner. You will troubleshoot quickly and efficiently, providing information and solutions to customers and do so with the highest standards of professional customer service.

    Responsibilities:

    Resolving complex hardware and software issues via email/phone and social media based support;

    Testing beta releases of firmware and software and provide feedback for improvement;

    Working with internal systems you will document each call via a client ticket system;

    Improving the way we work through new processes, tools, communication and organization;

    Maintain and support quality and statistical standards at all times;

    Working as part of a team, you will work to both individual and group targets;

    Provide excellent customer technical support, you will strive for first call resolution with each case;

    Becoming an expert of the client products, tools and processes.

    Other info

    TELUS International Europe is a premium multilingual contact center, BPO (business process outsourcing) and ITO (information technology outsourcing) provider, delivering high quality services since 2004. The company has 2,500 team members across seven delivery centers located in: Sofia and Plovdiv (Bulgaria); Bucharest and Craiova (Romania), as well as offices in Manchester and Cannock (England). TELUS International Europe offers contact center solutions, ITO and innovative customer service support for global customers in over 30+ languages. TELUS International Europe is a proud member of the TELUS International family.

    TELUS International is a global BPO company with over 20,000 team members around the world, including in Canada, the United States, Europe, Latin America, and the Philippines. With over 175 million customer interactions supported annually via voice, email, chat and social media, across the telecommunications, utilities, high tech, gaming, finance, retail, e-commerce, travel and logistics, and health care industries, TELUS International enables customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. As the global arm of TELUS, TELUS International is backed by a leading national telecommunications company in Canada, with CAD$12.4 billion (€8.77 billion) in annual revenue, 14 million customer connections.