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Location

Homeoffice | Germany

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Job description

Description:

We are obsessed with delivering an amazing customer experience. As a Customer Support Tier 1 Representative, you are the first line of defense to educate, solve the problems of and delight our customers. This position requires technical acumen, customer focus and a personable, professional and collaborative style to solve a range of issues from product troubleshooting to billing.

The Sr. Technical Support Expert is a strategic customer advisor and the internal voice for the customer base. The Sr. Expert will both have the accountability and responsibility to deliver on Customers’ needs. This role acts as a liaison between customers and all functional areas within our client to resolve technical support inquiries. Working with resources across the client’s organization, the Sr. Expert expedites the resolution of issues to empower customers to reach their greatest success potential.

 

This position involves the following:

• Provide exceptional support for our applications and associated services
• Answer phone calls, chat and emails to troubleshoot issues customers face when using our products, including account access, setting up templates, sending documents, billing, etc…
• Meet and exceed service level goals
• Utilize support tools and resources necessary to get the job done, including e- mail, chat, telephone and Salesforce
• Proactively identify improvements to the product, identify bugs and otherwise determine opportunities to enhance the customer experience.
• Stakeholder/Business Management:
• Respond through email and chat
• Meet/Exceed targets set within the key research activities
• Process Improvements and Adherence:
• Ensure process guidelines are followed and met as documented
• Stay updated with the process knowledge / changes - refer to knowledge updates/ repositories to effectively process transactions
• Adhere to security practices set by organization
• People/Team:
• Contribute to and participate proactively in knowledge sharing sessions
• Participate and contribute to organizational level activities
• Personal Excellence:
• Record own attendance and Cognizant related queries
• Complete mandatory training for self as identified
• Align individual goals with team objectives (work cohesively with the team)

**This role requires work in 24/7 environment, work on national holidays (as allowed by local regulations)**

 

Basic Qualifications

• High School Diploma
• Expert understanding of desktop operating systems including Microsoft Windows 2000

 

Responsibilities

• Provide exceptional support for our client’s product and associated services
• Answer incoming support channels to troubleshoot customer inquiries, including but not limited to API integrations, embedded systems issues, network and security-related impediments, 3rd party integrations, and multi- product workflows.
• Use broad technical product expertise within the product areas to help customers increase adoption.
• Meet and exceed client’s Customer Support service level goals for areas of product expertise
• Utilize support tools and resources necessary to get the job done, including telephone, Salesforce, Jira, client’s proprietary logging systems, SharePoint, browser developer tools, internal admin console, SQL, and text analysis tooling.
• Proactively identify improvements to the product, identify bugs and otherwise determine high-impact opportunities to enhance the customer experience
• Promote client’s products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs
• Drive and own escalated cases from internal channels to troubleshoot issues customers face when using our client’s products.
• Provide support for internal stakeholders for inquiries on product knowledge and engagement paths.

 

Employee Status :  Full Time Employee

Shift :  Day Job

Travel :  No

Requirements:

Preferred Qualifications

• General understanding of internet technologies
• Fluent or close to native in German; at least upper-intermediate English
• Understanding of Windows, Android and Apple OS is a plus
• Experience using Salesforce.com a plus
• Demonstrated customer service skills to be able to solve customer service issues—both technical and account related
• Self-motivated, highly collaborative, creative, goal-oriented and team-centric
• Superior oral and written communication skills
• Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
• Attention to detail, excellent organizational skills, superior time management skills
• Ability to work in a collegial fashion with peers in other organizational units
• Ability to work independently and problem solve in a rapidly changing and sometimes ambiguous environment
• Previous experience in a customer or technical support role a plus
• Fluency in Spanish a plus
• Bachelor’s degree or higher in a relevant field preferred
• Ability to troubleshoot regular exd CSS
• Log analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similar
• Self-motivated, goal-oriented, excellent organizational skills and superior time management skills
• Subject Matter Expert for at least one vertical across our client’s technologies
• Effective communication skills which are a key component of this role, with audiences that include customers, peers, and occasional executive presence pressions and other complex data validation rules
• Expertise with web-based applications, web service APIs, monitoring tools (e.g. Dynatrace), and authentication technologies such as SAML and oAuth
• Familiarity with structured query languages such as SQL and SOQL
• Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
• Ability to collaborate with peers across the organization without friction
• Familiarity with our client’s Contract Lifecycle Management workflows and architecture
• Multi-lingual in our client’s supported languages
• Professional experience within relevant industries for which our client provides solutions

Offer:

We offer:

• Chance to be part of a rapidly expanding organization
• Training and continuous learning and certification opportunities (we have the BEST and most professional TRAINING TEAM in our organization)
• Multilingual environment, native colleagues
• Pleasant and inspiring working atmosphere with multicultural community and state-of-the-art technologies
• Home office possibility
• Easy to access location and modern office building (easy to reach from city centre, 10-15 minute commute)
• Competitive salary and cafeteria benefits; free sport allowance (near the office buildings), All You Can Move SportPass (at a discounted price), medical benefits and other perks
• Reimbursable language courses
• Team events and Company events (cool and youthful parties with team-games, cake-Friday, etc.)
• High value awards and recognitions, annual bonus for top performers, and annual salary review

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Job tags

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Salary