Cocentrix CVG International jest międzynarodowym liderem w dynamicznie rozwijającej się branży telefonicznej obsługi klienta. To specjalista w dostarczaniu najwyższej jakości wsparcia technicznego globalnym liderom rynku technologii informatycznych, elektroniki komunikacyjnej oraz komunikacji. Dzięki stale rosnącemu zapotrzebowaniu na usługi wspracia w zakresie outsourcingu, firma Stream ciągle się rozwija. Z naszą wiedzą techniczną wspieramy ponad 2000 producentów sprzętu i oprogramowania komputerowego. Stream International, które posiada 24 oddziałów w 14 krajach na całym świecie, prowadzi tzw. Customer Interaction Centers (Centrum Obsługi Klienta). Grupa zatrudnia łącznie ok. 11 tys. osób
This is a rare occasion to join a very experienced team that is dealing with networking. It’s not just another job advertisement – if you can show us the below described skills, we have a magnificent opportunity for you!
- Provide highly skilled Phone, Email and Chat support to business customers for NAS, Switching, Routing, Wireless and Security devices as part of the front line Level 2 Support structure. A good mix of both technical knowledge and customer service skills are essential.
- Manage a queue of tickets bringing each to a resolution, which can include escalating them to another department or tier of support.
- Updating tickets in your queue within SLA targets ensuring the quickest resolution for our customers.
- Adapt to the technical level of the customer in order to facilitate effective communication of solutions or of ongoing troubleshooting.
- Where necessary, use remote desktop applications to provide quicker solutions to the customer. Recreation of customer’s environment or configuration in our lab may also be needed in some circumstances.
- Recognition and escalation of systemic issues to management in order to reduce inconvenience for our customers and/or other team members.
- Must be flexible and able to follow potential directional changes in the business needs and support structure efficiently and effectively as required.
- Exceed customer satisfaction, phone, productivity and other individual and team targets.
- Fluent German, communicative English, both Oral and Written
- CCNA / CompTIA Network+ certification or equivalent qualification is desirable but not essential, relevant experience will be taken into consideration.
- Experience of supporting NAS devices will be an asset.
- Comprehensive understanding of PC hardware/software and be fully conversant with routed TCP/IP, Firewalls, LAN and other network technologies as well as the Windows operating system.
- Excellent communication skills with the ability to support both highly technical and novice customers.
- Proven time management skills and ability to work under time pressures
- Permanent employment (full time)
- Competitive salary
- IT and soft skills training
- Private medical care
- Language courses
- Team building events
- Group insurance program, sports and leisure program
- Multinational atmosphere
- Free hot drinks