jobber

candidat

Our client is an US based global manufacturing organization, employing over 133,000 people worldwide with a turnover of over $21 billion in 2010, with more than 20 years of experience in Sales, Engineering and Manufacturing in Central & Eastern Europe.

Duties & Responsibilities:

• Trouble shooting and resolving Customer issues initiated through the phone queue system while providing excellent customer service
• Trouble shooting Customer issues initiated through the electronic submission system while providing excellent customer service
• Provide assistance to Sales/Field Agents on technical issues relating to Avocent product
• Generate and maintain knowledge content on the Knowledge Management System following the Knowledge Centered Support guidelines
• Research technologies online in search engines, Vendor sites, User forums as well as the knowledge management system
• Understands the customer’s business impact and acts accordingly
• Positions workarounds with customer in a manner that helps them understand why the workaround is viable and helps achieve the desired business outcome.
• Recognizes when a customer will run into issues unrelated to current incident within assigned components (e.g. patches, configuration issues, etc.)
• On escalated issues the Analyst follows up regularly with whomever the issue has been escalated to
• Listens to the customer and asks related follow-up questions
• Takes ownership of responsibilities beyond the minimum expectations
• Embraces change as a business necessity
• Gathers information well to fully understand and diagnose issues which customers report in a confusing or incomplete manner.
• Identifies workarounds for new less complex problems
• *Additional Competencies required (100% of Associate column in Career Ladder and 75% of Senior column in Career Ladder)

Knowledge & Skill Requirements:

• Strong customer service skills
• Able to work under pressure in a fast paced environment
• Extensive telephone and email interactions with customers.
• Excellent verbal and written communication.
• Advanced trouble shooting skills

LANGUAGE:

• Bi-lingual in English/German

SALES CONSULTING is a human resources company with national coverage on three main domains: recruitment, personnel leasing and assessment centers.