Customer Support Specialist

With over 5 years of proven experience in remote assistance solutions, AMA is helping medical and industrial organizations of all sizes accelerate their smart workplace transformation. Our market leading XpertEye Assisted Reality platform has been deployed in more than 100 countries, addressing a wide range of applications like remote diagnostics, inspection, scheduling and workflow management. These unequalled remote and interactive collaboration solutions empower our customers to improve productivity, speed up resolution time, and maximize uptime.

We are looking Customer Support Specialists that will be the liaison between our company and its current and potential customers. Day-to-day duties will include answering incoming calls from clients, responding to inquiries, managing complaints, troubleshooting significant customer service problems and providing general information about company’s products and services. The role requires availability for a full-time schedule, in rotating shifts in order to cover 24h/7d 365.

Profile
Minimum Bachelor degree or equivalent.
At least 2 years experience in direct customer contact , especially in software industry, preferred (listening to the customer's needs, high level of fluency in written and oral communication)
Accept to work with oncall-duties

Skills
Proficient in English and any of the French or German or Spanish as a second language [Mandatory ENGLISH and one of the following languages: FRENCH or GERMAN or SPANISH]
Experience using Salesforce or other CRM system is a plus
Excellent Communication and proficient in Microsoft suite.
Strong phone and verbal communication skills along with active listening
Strong customer focus and adaptability to different personality types
Responsive, rigorous, organized, proactive and positive mindset – friendly and supportive team player
Ability to work well under tight deadlines and maintain composure in all situation
Ability to multi-task, set priorities and manage time effectively
Ability to work independently and at times with minimal guidance, in a fast paced growing environment
Harmoniously work and support the various teams to build business
Ability to handle stressful situation appropriately
Seize opportunities to upsell products when they arise

Identify, clarify and research customers’ issue and provide solutions and/or alternatives Approaching, solving and following up requests arrived via the dedicated support channels;
Answer incoming calls and respond to customer’s emails and chat
Manage large amounts of inbound and outbound calls in a timely manner using applicable software
Research required information using available resources and knowledge base
Follow communication “scripts” when handling different topics
Complete call logs and reports according to operating procedures and using applicable software
Build, assimilate, implement, audit and improve working procedures and knowledge base
Acquires complete information in order to escalate complex issues to the level 1 supervisor
Meet personal/team qualitative and quantitative targets
Upsell products and services
Other duties as assigned