Polycom Technical Support Agent – (87154)

The person will troubleshoot, research solutions, and provide resolutions to technical and service problems. This includes inquiries concerning product hardware, software and applications. Ensuring proper escalation procedures are followed while performing assigned functions according to standardized policies and procedures. Accountable for customer satisfaction by achieving certain prescribed, measurable performance daily goals.




  • Responding to inbound calls, emails, or chats to the satisfaction of the customer
  • Creates service requests within supplied Customer Relationship Management (CRM) system
  • Provides direction to customers promoting online self-service and web based solutions
  • Creates temporary “work-around” for immediate customer issues when appropriate
  • Uses a lab to simulate customer environment and issues as necessary to replicate & resolve
  • Serves as escalation point for eService requests
  • Escalates to Technical Support unresolved customer issues by packaging, with concise description, actions, and traces required for escalation of “bugs” and/or “request for assistance”
  • Provides customers with existing Service Request status and routes call appropriately
  • Handles RMA issuance and guidance to promote self-service RMA tracking
  • Remains knowledgeable of performance requirements, product line and service offerings


  • Fluent in written and spoken English and German
  • Experience in customer/technical support
  • Knowledge of networking configurations and protocols such as TCP/IP, DNS, trace route, firewalls, and routing
  • Familiarity with telephony concepts such as ISDN, PRI, analogue, VoIP and digital circuits
  • Experience in fault diagnosis and troubleshooting techniques
  • Proficient working in a Windows environment with multiple applications and navigation between applications to research information.
  • Intermediate knowledge of PC and software applications including Microsoft Excel, Word and Outlook
  • Familiarity with common Internet browsers
  • Excellent oral and written communication skills
  • Excellent literacy and numeracy
  • Aptitude to listen to caller’s description of problem; interpret, summarize and document
  • Strong interpersonal skills, ability to establish and maintain effective working relationships
  • Ability to handle stressful situations and bond professionally with frustrated customers


  • 2 years outstanding customer service experience in a service driven environment
  • An understanding/working knowledge of networking
  • Ability to type 30 WPM
  • Knowledge of CRM software


  • £15,808 per annum

HOURS OF WORK            

40 Hours per week on a rotational shift pattern from Monday to Friday 7am – 7pm


  • A bright, modern and exciting place to work with excellent staff facilities.
  • Annual Reward & Recognition Ceremony.
  • Pension Scheme.
  • Employee discounts scheme.
  • Excellent relocation package.
  • A fun, dynamic and challenging work environment.
  • Professional development opportunities.

Fri, 23 Feb 2018 16:31:36 +0000

United Kingdom Northern Ireland

Customer Service
Language/ German, English

Vai al sito

Potrebbero interessarti

Accountant – (100432) Do you have 2 years’ experience in an accounting role and an accounting degree? Are you good in time-management and multi-tasking? An exciting opportu...
German Speaking Helpdesk Engineers – (87536) German Speaking Helpdesk Engineers Newcastle upon Tyne, England £23,400 per year relocation assistance       Due to expansion our client is lo...
Assistenza al cliente per Netflix – Italiano (m/f)... Il nostro candidato ideale è curioso, innovatore e motivato a far parte di una squadra altamentequalificata che presta un servizio di eccellente quali...
Credit & Collections Specialist with Native L... We are looking for a Collections Specialist to work at a global leading company within the industrial sector.  The core function of this role provide...