Technical Support Advisor - German

Job Title: Technical Support Advisor - German

Job Description:

The Advisor II, Technical Support responds to basic to complex inquiries of a technical nature, including hardware/software or other designated client products. This position assists external/internal users of the client's technical products or services by answering questions and solving problems involved in their use.

Essential Functions/Core Responsibilities:
- Assist external/internal users of the client's technical products or services; identify, investigate, research, and provide resolution to user questions and problems
- Troubleshoot basic to complex customer issues that are technical in nature, including hardware, software, networking, or other designated client products
- Follow the appropriate escalation path to resolve technical issues; including making follow-up outbound calls to customers or other parties as needed
- Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
- Serve as a resource to other support personnel
- Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
- Greet customers in a courteous, friendly, and professional manner using agreed-upon procedures
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing the opportunity to build rapport with the customer
- Clarify customer requirements; probe for understanding
- Prepare complete and accurate work, including appropriately notating accounts as required
- Participate in activities designed to improve customer satisfaction and business performance
- Log all incoming calls and accurately complete case notes in the call tracking database

Candidate Profile:
- High School Diploma and one year of relevant experience preferred
- Achieve and maintain recognized and applicable technical certification(s)
- Relevant technical expertise related to the program (i.e., hardware, software, networking, data storage, troubleshooting, repair, and sales)
- Advanced knowledge of client technical systems
- Courteous with a strong customer service orientation
- Ability to effectively communicate, both written and verbally
- Ability to learn, including strong problem-solving skills
- Dependable with proficient attention to detail
- Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
- Ability to work as a team member, as well as independently with minimal supervision
- Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
- Able to rotate shifts, as needed
- Based on location and/or program, additional experience/skills may be required
- Job requirements may vary by country and will not contravene any local laws

Career Framework Role:
- Has a program required a basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge.
- Works with close supervision and clearly defined procedures.
- Starting to demonstrate familiarity with client terminology, operating standards, and procedures.
- Starter without sustained metric performance levels.

Supplemental Geographical Information:
- GERMANY - This job description does not apply to employees in Germany.
- PHILIPPINES
- Minimum of two years of college education in a related technical discipline with at least six months of call center experience or equivalent
- Ability to think clearly and can explain simple issues effectively, both written and verbally
- Ability to resolve moderate to difficult technical issues
- Ability to learn client technical systems
- INDIA
- Ability to effectively communicate, both written and verbally
- Listen attentively to customer needs and concerns; demonstrate empathy
- Clarify customer requirements; probe for and confirm understanding of requirements or problem
- Confirm customer understanding of the solution and provide additional customer education as needed
- Ability to learn, including strong problem-solving skills
- Demonstrate strong probing and problem-solving skills
- Should be able to handle complex queries
- Should be able to resolve customer queries independently