Technical Support Associate with German – (87282)

We are looking for Technical Support enthusiasts to provide problem resolution and world-class customer experiences for incoming service inquiries which are basic or routine. May answer inquiries, solve problems, and perform limited troubleshooting using provided scripting and published materials.

Primary responsibilities
•    Resolve retail technical issues via phone, email, or chat
•    Develop positive, supportive rapport
•    Listen to computer related issues, using technical expertise to understand context of issue and determine factors that may cause or impact the specific issue
•    Utilize Knowledge Base tools to work and resolve issues
•    Identify when and how specific issues should be escalated to various resolver teams
•    Use identified tools to track, escalate and record issues and resolutions
•    Manage open cases to ensure resolution work and case closure progresses quickly
•    Diagnose and resolve technical hardware and software issues 
•    Follow up and make scheduled call backs to customers where necessary
•    Stay current with system information, changes and updates
•    Ability to work with onshore/offshore teams, and communicate using virtual communication tools (phone, conferencing, online meeting, chat, etc.)
•    Provide timely and effective resolution to support requests based on service level agreements (SLA)

•    Ability to recognize and respond to customer needs and demonstrate sincere commitment to resolving customer needs
•    Ability to employ a high level of interpersonal and communication skills to move beyond customer frustrations to solve customer problems
•    Ability to employ patience and self-control in handling irate customers
•    Ability to “think outside the box” to provide consult to customers on features and benefits of the product both Software and Hardware related
•    Provide a world class experience

•    Knowledge of and experience with various PC Operating Systems (Win XP, Win 7, etc.)
•    Knowledge and experience with Microsoft office
•    Knowledge of and experience with gaming consoles or PC gaming systems
•    Ability to navigate the internet and use search engines to find information
•    Ability to utilize phone system as required
•    Experience utilizing, configuring, and troubleshooting in multiple environments

Job Type: Full-time
Competitive salary

Tue, 27 Feb 2018 17:37:31 +0000


18.000 € – 24.000 € gross / year
Customer Service
Language/ German

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