Customer Support Representative with German

We are the leading technology recruitment and selection consultancy in Romania, working on highly specialized technologies for permanent and interim positions. Since our inception in 2001 as the first specialized IT recruitment agency in Romania we supported over 400 national and global clients in acquiring strategic IT talent for their business.

We are deeply passionate about technology and highly responsible about our work. We understand the pressure of the business and the fact that you need fast and quality results. Therefore we always go for the extra mile to deliver the best IT&C talent for your business, no matter how challenging the project may seem.

Education - Bachelor’s Degree requested
Fluent in German
Excellent command of English language
Minimum 1 year experience in customer support is desirable
Ability to multi - task (logging queries while speaking with customers)
PC skills (Microsoft, Windows, ERPs)
Basic aptitude for learning technical concepts essential
Excellent interpersonal, communications and time management skills
Ability to work on own initiative but also as part of a team
Good verbal and written communication skills are required
Flexible and an ability to learn quickly
Previous sales experience an advantage
Previous CRM experience of advantage

Providing post-sales support to APC’s customers. Validate entitlement, assisting customers with unit diagnosis, troubleshooting and completing RMA’s when necessary Assure a proper escalation to the 2nd level support when necessary;
For pre-sales customers this will involve referring customers to local resellers / creating web orders, once customer’s specific needs have been identified. Identifying opportunities and escalating to the correct APC contact. Advising customers on the correct solution for their requirements;
Logging customer details and problem description for all Customers. Escalating cases to the technical support engineers for advanced troubleshooting and resolution;
Take complete ownership of all Customers issues until resolution and ensure timely follow up on all commitments;
Respond to requests on product pricing and features;
Follow up on leads generated from marketing activities. Identify opportunities from the leads and enter opportunity into InTouch for follow up by sales;
Provide language support to escalation teams where necessary.