
German-Speaking Technical Support Analyst
As a Technical Support Analyst, you will be primarily responsible for providing frontline customer support and/or technical support via inbound or outbound through various contact methods i.e., phone, Chat, Email. You will provide information about products and services, help with processing orders, respond to customer complaints, customer retention and troubleshoot issues.
A Technical Support Analyst is a role where you efficiently help customers, you are flexible problem-solver and are confident at troubleshooting. You investigate if you do not have enough information to resolve customer queries. At the same time, you are patient, empathetic, and very communicative and have the capacity to stay focused in a busy work environment.
A Technical Support Analyst is a role where you efficiently help customers, you are flexible problem-solver and are confident at troubleshooting. You investigate if you do not have enough information to resolve customer queries. At the same time, you are patient, empathetic, and very communicative and have the capacity to stay focused in a busy work environment.
Tasks
• Taking ownership of customer issues reported and seeing problems through to resolution.
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve hardware / software issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt, reliable, and accurate information to customers while maintaining effective communications by adjusting to the pace and technical level of the customer.
• Help customers with information about the products and services, using relevant call handling protocols outlined in the Procedures.
• Responsible for ensuring contact resolution in a timely manner, while maintaining the highest level of quality in every customer interaction
• Assist customers or escalate service-related issues to the appropriate department in accordance with the client’s processes and procedures.
• Ensure compliance to customer Data Privacy and Security Policy
• Communicate positively with team members, customers, and other partners.
Expectations
• German (C1) AND English (B2) language knowledge
• At least 20 working hours (without breaks) per week
• Good Knowledge of Microsoft Office products
• Knowledge of wireless local-area network (WLAN)
• Strong affinity to electronics and technology
• Knowledge of Bluetooth technology
• Extensive knowledge of hardware / software trouble shooting
Other
• The induction day is mandatory.
• It is mandatory to attend every day of the training, but the training will be in full time so it will be 40 hours per week.
• Training covers the Policy and procedures and the soft skill part
• Nesting is focused on practice to ensure all colleagues is comfortable with the knowledge they gathered
Breaks:
• 4 hours: 15 minutes
• 6 hours: 30 minutes
• 7 hours: 45 minutes
• 8 hours: 1 hour (1x30 mins, 2x15 mins)
Salary:
• 1,920 HUF gross/hour
• Training paid under two conditions, when training and nesting passed, and secondly you have worked 40 hours in the service.