The successful candidate will competently resolve technical support issues in a European inbound customer service environment and enhance customers’ experience by always exceeding their expectations.

Main Responsibilities:

* Provide post-sales telephone and email support to the clients, customers and partners
* Responsible for answering incoming telephone calls and emails and prioritizing customers support needs
* Provide 1st and 2nd level support on the clients’ software and hardware
* Resolve technical support issues and provide customers with a solution, via troubleshooting techniques
* Escalate technical issues as required
* Complete documentation and follow up on all commitments and customer details.
* Adhere to the technical support policies and processes
* Test customers’ hardware in house and keep up to date with known technical issues

Skills/Experience/Qualifications:

* Fluency required in German and English with excellent written skills in each of these languages
* Some knowledge of French and Spanish
* Previous customer service experience required
* Third level qualification in technical or IT related discipline desirable but not essential
* Previous Technical Support or IT environment experience desirable, preferably in software and hardware environments
* Working knowledge of major operating systems (Microsoft) essential
* Working knowledge of MS Office applications essential
* Demonstrate flexibility and an ability to learn quickly
* Good 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 work on own initiative but also as part of a team
* Ability to develop and maintain customer rapport
* Good verbal and written communication skills are required

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