What you'll do:

• Provide inbound and outbound (phone, email, web form, chat, community) application/ functional support and resolution to customers (external and internal) while presenting the company in a positive and fair manner with timely updates and knowledgeable answers
• Collaborate, coordinate, and escalate on customer issues acting as a customer advocate while working with all departments
• Maintaining the quality of the customer support organization (release readiness, process definition, training, service audits)
• Document transactions in CRM system

Tasks

• Support customers with functional questions displaying exceptional customer service, knowledge and oral/ written communication skills
• Obtain detailed and accurate information relating to the business impact of customer's technical issues utilizing effective questioning techniques
• To seek out opportunities to add value to customers during all interactions,
• Diagnosing and anticipating current and future customer learning needs and provide assistance with both.
• Resolve 80% of end-user functional questions on first contact

What you bring:

• Working in a customer service call center or help desk environment strongly preferred
• Working with individuals from diverse cultures preferred
• Working within structured time frames that provide limited flexibility
• External and Internal client experience
• Experience with creative problem solving for customers

Language Requirements

• English – Fluent
• German is a big advantage

Education: Bachelor's Degree in technology or business area preferred