Customer Service Representatives � English speaker

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Employer: Avira
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 30.08.2017

    To maintain our strong brand presence and market leadership,we seek customer focus driven professionals with business acumen, world-classhard-skills and a passion for building exceptional service experience at scale.Our goal is to deliver an unsurpassed Customer Experience to our global usercommunity 24x7.

    We believe that empowered, self-motivated teams can accomplish huge things.

    Position Overview

    For this position, successful candidates are responsible for supporting a range of software enabled technologies for the companys global market via Social Media, inbound calls and e-mails support. This will involve troubleshooting queries relating to IT and responding to customers in a timely and efficient manner. Maintaining customer service to the highest possible standards, ensuring excellent communication with customers and staff is the highest priority.

    • Provide 1stlevel trouble-shooting, during night shift
    • Provide pre-sales information about our products
    • Support customers in the optimal usage of our products
    • Communicate via Social Media platforms, phone & e-mail

    Knowledge, Skills, and Abilities

    -Technical (IT) Education is a plus
    -Call centre/customer service experience

    Procedure Knowledge:
    - Help desk procedures
    - Excellent aptitude for technical troubleshooting and problem solving

    System Knowledge:
    - Microsoft office applications
    - Good knowledge on OSX
    - Knowledge of computer software and hardware

    Skill Set:
    - Enthusiasm for passing on technical knowledge and experience
    - Excellent product and general technical knowledge
    - Ability to work unsupervised
    - Good communication skills (oral/written) in English. French or Italian is a plus.
    - Keyboard skills: accurate and relatively swift typing
    - Ability to extract pertinent information from that given by customers and to succinctly and accurately describe the issue or complaint
    - Basic complaint and conflict resolution skills