As a Specialist in the Customer Service - Technical role, you’ll be advancing your ability to resolve a wider range of technical issues for our customers
You’ll assist in the troubleshooting, maintenance, and resolution of technical support cases. Your contributions will help improve customer satisfaction and operational efficiency by addressing more complex issues with increased independence
Handle escalated technical support inquiries from Specialist I
Perform intermediate-level troubleshooting and problem resolution
Guide customers through installation and setup of products
Document customer cases with detailed notes on troubleshooting steps
Collaborate with other departments to resolve intersecting issues
Update and maintain internal knowledge bases and support documentation
Participate in the training of new technical support specialists
Conduct root cause analysis to identify recurring technical issues
Communicate with customers regarding resolution status and follow-up
Assist in creating support content to assist customers with common issues
Key Skills
Knowledge Management: Ability to update and maintain internal support documentation
Root Cause Analysis: Basic skills in identifying the underlying causes of recurring issues
Customer Communication: Enhanced ability to keep customers informed on issue resolution
Product Installation: Ability to guide customers through product installation and setup
Collaboration: Skills to work effectively with other teams and departments
Language: Proficiency in German, both written and spoken. Knowledge of any additional language would be considered a plus
Intermediate Troubleshooting: Enhanced skills for addressing more complex technical problems
Detailed Documentation: Improved capability to document support interactions and resolutions
Technical Training: Experience in assisting with training for new support specialists
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