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German Level 2 Community & Technical Support Executive
Cork, Ireland · Computer/SoftwarePosition: 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
Responsibilities:
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
Responsibilities:
- 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.