PGi EMEA headquarters is situated in the picturesque town of Clonakilty, West Cork, Ireland www.clonakilty.ie
We are seeking experienced German speakers to assist PGi clients with telephone and email technical support queries in relation to all PGi web products and solutions. This includes web conferencing and audio conferencing, monitoring system stability, resolution of issues, and accurately documenting all calls and issues reported in the ticket database. This role supports our customer service team members by enabling calls to be escalated to Tier 2 technical support following initial troubleshooting, administration assistance for web provisioning. The Web Technical Support Representative must also have ability to provide technical training on all web products as well as perform support after hours on call.
Key Responsibilities
Provide support for our web based collaboration products by:
- First line support to customers experiencing web technical issues.
- Respond to telephone calls and e-mail queries, assess customer Tier 2 web technical support needs and resolve in a timely manner.
- Ability to analyze and solve technical problems by using problem-solving skill to maximize first time resolution rate.
- Ability to recognize need to escalate issue and to escalate to the correct level.
- Work with development engineers to identify issues.
- QA and UAT assists of product updates, testing, and new releases of the Premiere Web Conferencing products and solutions.
- Create, test and document audio and web recordings (archives) using raw audio files and web sync tool.
- Create, maintain, and update web product troubleshooting documentation for Tier1 and Tier2 Premiere Web Product support.
QUALIFICATIONS & SKILLS:
- Desirable : Degree/Certificate or Diploma in Computing/MCSE(Microsoft certification)/Cisco certification
- One to two years experience in a technical support or remote desktop support role highly desirable
- Second level experience also desirable
- Willingness and enthusiasm to learn about new products and technology
- Proven technical awareness and ability
Key Technologies
- Extensive knowledge of Windows Operating Systems, Internet connectivity, and a demonstrated knowledge of networking and PC hardware configuration.
- Extensive knowledge of browser configuration of Microsoft Internet Explorer, Firefox and others.
- Understanding of server architecture, network security, proxy servers and firewall configuration.
- Microsoft Windows - An in dept knowledge of current Windows versions is required
- Proficiency with Microsoft Office software.
ATTRIBUTES:
- Excellent customerfocus and telephone manner: Provides superior customer service resulting in a high-level of customer satisfaction. Superior verbal, written, and interpersonal communication skills for speaking with customers and for composing internal and external emails as well as updating ticket logs are necessary.
- Demonstrated communication, customer service, time management, conflict resolution, and problem determination/resolution skills are necessary. Effectively communicates with both technical and non-technical personnel.
- Excellent Phone Skills: ability to convey professionalism and confidence.
- Attention to detail and the ability to multi-task in a fast paced, customer-oriented technical environment
- Ability to work well under pressure
- Excellent interpersonal and communication skills (written and verbal). Ability to communicate (in a professional and patient manner) with others via email, voicemail, telephone, personal contact
- Proven ability to work on own initiative
- Excellent team player
- Reliable & dependable
- Proven leadership skills desirable
- Experienced in delivering training sessions
- Must be adaptable and flexible
- Fluent in German, plus English
DESIRABLE:
- Experience as a trainer and writing training material desirable
- Experience of Adobe Connect, WebEx, Microsoft Live Meeting
- Knowledge of Flash based applications
- Experience with audio conversion and encoding software desirable.