Technical Support Specialist L3

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Employer: Global Customer Care Services
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • BUCHAREST
  • Updated at: 26.03.2022
    Remote work: On-site
    Short company description

    Suntem o companie dinamică și preocupată de a excela în domeniul nostru. Asigurăm servicii de suport tehnic pentru utilizatorii de produse electronice, de comunicatii și electrocasnice. Ne caracterizează entuziasmul, dorința de a oferi servicii ireproșabile și de a avea clienți 100% mulțumiți. Suntem orientați spre oameni și ne dorim să alcătuim o echipă unită și performantă. Suntem parte dintr-o companie care activeaza la nivel global si ne bucuram sa avem ca si colegi oameni interesanti care provin dintr-o multitudine de culturi.

    Requirements

    The Technical Support Specialist will diagnose and troubleshoot software and hardware problems, hold training/coaching sessions and help our Technical Support Representatives handle customers’ cases.

    Responsibilities

    - Increase personal technical knowledge and stay current with system information, changes and updates
    - Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction
    - Develop and create documentation and support materials for technical support representatives.
    - Train other staff and stakeholders on technical issues as needed.
    - Analyze customer cases, identify problems, and develop and implement logical conclusions and effective solutions.
    - Following agreed procedures, respond to requests for assistance by providing information to enable TSR (Technical Support Representative) to resolve customer’
    problems/issues/concerns with devices or other related services.
    - Installation and routine maintenance of smartphones, tablets, wearables, TVs, audio, and other devices on set.
    - Providing an effective interface between TSR (Technical Support Representatives) and TTM (Technical & Training Manager) supplying all necessary diagnostic information according to procedures.
    - Follow proper escalation process for cases that need Level 3 assistance

    Other info

    We are a dynamic company and concerned with excelling in our field. We provide technical support for users of electronic products, communications and home appliances. We are characterized by enthusiasm, the desire to offer impeccable services and to have 100% satisfied customers. We are people-oriented and we want to build a united and efficient team. We are part of a company that operates globally and we are happy to have as colleagues interesting people who come from a multitude of cultures.

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