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German Technical Support Specialist
hace 2 meses
Job Summary
Buscojobs España is seeking a highly skilled German Technical Support Specialist to join our team. As a Technical Support Agent, you will be responsible for providing exceptional customer service to our clients, resolving technical issues, and ensuring a positive experience for our customers.
Key Responsibilities:
- Provide technical support to customers via phone, email, and chat, resolving issues in a timely and professional manner.
- Assist customers with setting up and troubleshooting their accounts, as well as downloading and installing software and applications.
- Process refund requests and assist customers with payment account issues, including unauthorized charges.
- Offer high-level support for developer issues and refer customers to the developer when necessary.
- Guide customers on the usage of gift cards and provide support for related issues.
- Strive towards customer retention and loyalty, fully supporting the customer to achieve a successful outcome to their enquiry.
- Log calls/cases into the customer relationship database and follow escalation procedures to resolve problems.
- Track and follow cases to ensure that they are closed in an efficient and timely manner.
- Provide and maintain strong, professional relationships with all customers and show empathy at all times.
- Follow Contact Centre procedures and ensure availability to take calls, adopting the transaction handling procedure and AUX code guidelines.
- Work effectively as part of a team, developing effective and supportive relationships with colleagues and management.
- Follow escalation policies and procedures.
- Provide feedback to your superior on new/emerging issues that have been identified and work to proactively highlight areas that need to be improved.
- Take on board feedback and adapt skills accordingly.
- Follow and apply Regulations regarding personal and performance data confidentiality and security.
- Attend recurrent training published by the Client/Company on a regular basis.
Requirements:
- Excellent communication skills.
- High School diploma or equivalent.
Language: German (Fluent) and English (Working proficiency).
