Technical Support fluent German

Duties & Responsibilities

• Serve as front line (primarily online channels) and escalation support 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

Skills & Qualifications

• 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.