Product Specialist

Responsibilities:

• Driving good client technical product knowledge process, to allow acceptable efficient operation and great customer service.
• Analyzing product logging and reporting different sources to understand and improve product quality, reduce dispatch and reduce customer interaction time (AHT).
• Providing Fast feedback on new issues / additional volumes and close contact with local backline and FFL (Fast Feedback Loop) team.
• Reporting technical issues in the CRM system .
• Developing the right troubleshooting steps in order to back up center agents to make the right assessment on the issue of the consumer TV.
• Publishing top failure and advise action plans with client product groups.
• Creating product quality reports (Incident rates / AHT analysis).
• Driving action plans across client to improve product quality.
• Working with local operations (call center agents / training team etc.) and business groups to understand and allow for variations in products and user environments.
• Ensuring that call center Agents are briefed, and knowledge maintained.
• Product Training input (New and Refresh).
• Managing of product escalations and requests for information from website based queries.
• Operating issues in English. Other languages extremely beneficial. Ready to travel occasionally.

Requirements:

• Vocational or bachelor level with no predefined needs but good technical background.
• Excellent analytical skills.
• Strong verbal and written communication skills.
• Ability to work under time constraints and meeting deadlines.
• Open and challenging mindset.
• Excellent English (German language would be of advantage).
• Experience in Customer Service (Back Office / Tier 2) would be advantageous.
• Excel and PowerPoint skills required.

What we offer:

• Interesting and responsible job in an international company.
• Technical and know-how back up.
• Possibility of personal development.