Primary Technical Support with Serbian

Job description

Mission

Improve Customer Satisfaction by providing a high quality professional Primary Technical Support to SE customers, particularly regarding technical information on products, prices, discounts, application information during the pre-sales, sales & after-sales process. Take the ownership and ensure the customer is satisfied before closing the request. Assure a proper resolution for queries related to product replacement, on-site intervention, technical complaints and product quality returns. Create/modify knowledge database and review FAQ's. Identify new business opportunities, define and quote product and equipment from customers' requests, coordinating with relevant Quotation, Sales or Marketing contact for special prices. Communicate to relevant sales people.

Responsibilities

§ Provide 1st level of technical support in pre-sales (product selection, application information) and post-sales (product installation, technical characteristics, technical complaints) telephone and electronic to SE customers and partners;

§ Assure a proper escalation to the 2nd level support when necessary;

§ Responsible for back-up (English language) of tasks performed in the MCCC (technical support, generalist, Lead management, etc.) when necessary;

§ Responsible for answering incoming telephone calls, e-mails, web based tickets and prioritizing customer's support needs;

§ Escalate customer issues to Service Team to provide on-site support as required;

§ Issue quotations in accordance with customer requests and required standards: cross references, configuration, mix of products in cooperation with countries representatives;

§ Provide support to the customers for product replacement, troubleshooting and technical complaints;

§ Complete documentation and follow up on all commitments and customer details;

§ Actively create/modify knowledge database and review FAQ's;

§ Collaborate with Marketing on new product launches;

§ Provide relevant product and process training to other team members;

§ Ongoing proactive research and learning about new products, technologies and applications;

§ Participate in the interaction center's continuous improvement process;

§ Liaise between customers, After-Sales and Marketing regarding Product Quality Returns.

Desired profile

Qualifications :

§ Education: Bachelor's Degree or Post-Secondary technical school ;

§ Minimum 1 year Technical Support, Sales and/or customer service experience is preferred;

§ Fluency required in English and Serbian ;

§ Excellent command of Serbian and/or Croatian language would be considered a plus;

§ Previous customer support experience desirable;

§ Demonstrate a flair & understanding of customer support issues;

§ Demonstrate flexibility and an ability to learn quickly;

§ Excellent problem solving abilities and aptitude to understand and explain technical information;

§ Ability to work towards individual and team targets;

§ Excellent interpersonal, communications and time management skills;

§ Ability to develop and maintain customer rapport;

§ Strong verbal and written communication skills are required;

§ Flexible and an ability to learn quickly