German Level 2 Community & Technical Support Executive
Cork, Ireland · Computer/Software
Position: German Community & Technical Support Executive (Level 2) Location: Cork, Ireland Salary: €30,000 + Performance bonus Start Date: Immediate Working Hours: Monday-Friday, 8am-4.30pm Required: Technical Support experience 2+ years or CCNA Certification
Serve as front line (primarily online channels) and escalation support for the company to both end customers and internal support teams.
Contribute to the creation/translation of knowledge base articles.
Provide solutions by identifying problems, researching answers, and guiding customers through corrective action.
Monitor, respond and interact with support forum/online community.
Identify top contributors on community and implement engagement options to encourage continued contributions.
Keep abreast of issues raised via customer contact and community.
Accurately capture the details of each contact in CRM. Document and escalate new/unresolved issues.
Replicate customer reported issues to validate functionality.
Become product expert; constantly testing product functionality from various clients.
Review cases and provide feedback and training to rest of the global support team.
Provide updates and recommendations on top issues seen by customers.
Do search testing of common terms brought up during customer interactions on both the company's support pages and community
Fluent English and German, both Oral and Written.
Prior Networking experience or equivalent qualification is desirable.
Experience of supporting network equipment will be an asset.
Prior experience supporting customers via social media/forum channels would be advantageous.
Comprehensive understanding of PC hardware/software as well as the Windows operating system.
Excellent written communication skills with the ability to support both highly technical and novice customers.
Proven time management skills and ability to work independently.
Good analytical qualities with ability to identify systemic issues.
Fantastic team spirit and mentality with a focus on customer satisfaction.