Descrizione dell’azienda e della posizione ricercata
Responsibilities:
• Research, resolve, and record general product questions from customers.
• Perform support primarily via the telephone, web, and e-mail.
• Provide support within service level objectives.
• Record and maintain knowledge collected from each incident in accordance with the standard in place.
• Report and verify product defects and enhancements.
• Participate in team meetings.
• Assist in the attainment of department and company goals.
• Coordinate with the manager to request for additional resources or reassignment of a case.
• Coordinate with the manager to handle hot issues or irate customers.
• Attend customer conference calls as needed with team lead’s supervision.
Qualifications:
• Undergraduate degree, or no undergraduate degree with a minimum of 2 years of industry experience
• Fluent in English and German. Spanish and/or French, a plus
• Excellent communication skills, both verbal and written
• Ability to solve problems systematically and effectively, while ensuring the highest customer satisfaction and staying within the stated service level goals
• Proven ability to interface with customers
• Strong technical skills, including the following:
• Good understanding of HTTP, proxy servers, firewalls, TCP/IP
• General RDBMS knowledge and understanding, SQL
• Web based applications (DHTML, Javascript, JSP)
• Object-oriented programming skills and experience (JAVA, C++)
• Windows environments (Operating System and Networking)
• Basic knowledge in UNIX and LINUX environments
• Ability to work on several tasks simultaneously while accomplishing desired results
• Ability to work independently
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