Description
We are seeking a Graduate Technical Support Representative to join our team. As a Technical Support Representative, you will be responsible for resolving moderate to complex technical problems, providing comprehensive responses about services and products, and assisting customers proactively.
Responsibilities:
- Operate independently, adhering to established protocols to address customer concerns, with a degree of moderate judgment to complement the outlined process.
- Resolve technical problems of moderate to complex nature, encompassing hardware and software through incoming customer interactions and proactive notification systems.
- Provide comprehensive responses to questions about services, products, technical matters, and customer relations, including features, specifications, and repairs, for both current and obsolete products, components, and options, in alignment with customer entitlement.
- Assist customers proactively to mitigate or prevent the occurrence of problems, while also participating in initiatives aimed at enhancing processes or ensuring quality improvements.
- Work effectively with clients, programmers, QA testers, and managers to ensure seamless project outcomes.
- Establish and maintain trusted relationships within customer accounts across the spectrum of technical users.
- Apply extensive knowledge, resolve complex issues, and recommend improvements through creative and effective approaches.
- Coordinate departmental work, mentor the team, and serve as an escalation point for different issues in the related area of work.
- Identify opportunities for improvement, make recommendations, and assure effective business controls through review, analysis, and verification.
Education & Experience Recommended:
- High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
- Typically has 0-2 years of related work experience, preferably in remote support, telephone support, technologies and customer environments, or a related field.
Knowledge & Skills:
- Active Directory
- Agile Methodology
- Automation
- Computer Hardware
- Printer knowledge
- Computer Science
- Desktop Support
- Help Desk Support
- Issue Tracking
- IT Service Management
- Microsoft Office 365
- Microsoft Windows 10/11
- Operating Systems
- Peripheral Devices
- Technical Support
- Effective Communication
- Fluent in German/English
- Results Orientation
- Learning Agility
- Digital Fluency
- Customer Centricity