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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
 
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
Skills needed:
  • 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.

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