Are you passionate about gadgets and troubleshooting? Do you enjoy helping people get the best out of their experience and want to learn about the latest trends in this technology?
Do you have a high level of accuracy and strong communication skills? Are you a near-nativeGerman& advancedEnglishspeaker? Then you are the person we are looking for! We are now looking for stars to join our team in supporting one of the world leading Wi-Fi system company that intelligently manages the Internet service for all devices and rooms in your home, maximizing your experience. You will receive full training to become a seasoned professional and will become part of our specialist support team.
Who we are:We’re Majorel. We design, deliver and differentiate customer experience on behalf of some of the world’s most respected brands.
Recognizing a very particular kind of drive in each other, our parent companies Bertelsmann and Saham have entered into a long-term partnership to create a new global leader in customer engagement.
We are relentless, resourceful, resilient and agile. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.
We serve customers across the world through our 48,000 employees based in 26 countries in Europe, the Middle East, Africa, Americas and Asia in 36 languages.
We support our customers at any time, through every device and in the manner they expect of their brands. We speak their language wherever they are and whatever their culture.
Our mission:We createamazing customer experiencesthatpeople valueand we areproudof.
By combiningtalent, data,andtechnology.
We deliverreal impactfor our partners.We are driven to go further.
TheTechnical Support Specialistprovides customer service by responding to consumers, agents, dealers and service centres who contact the company by phone, email, social media, survey responses or chat. Addresses product features and function issues for current and legacy product lines. Troubleshoots and resolves basic hardware, software and performance issues.
General Duties and Responsibilities:
Assist customers by handling incoming calls, emails, social media posts and survey responses concerning hardware, software and performance issues with current and legacy products. Handle issues associated with customer orders, subscription, limited warranty and services
Answer questions received over the phone, e-mail social media posts and survey responses to explain product features and warranties as well as to explain company policies, decisions and actions in a clear and concise manner
Research, diagnose, troubleshoot and identify solutions to resolve customer issues and complaints related to product, network or Wi-Fi performance
Pre-qualify return requests for warranty service and credits. Creates Return Material Authorization (RMA) for product returns. Resolve inquiries related to status of RMA and parts order fulfillment. Assist in resolving shipping/receiving discrepancies
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Escalate complex problems to appropriate staff member or department
Identify common issues by reviewing network logs
Follow case management and customer record guidelines. Maintain all customer and related records in the specified Customer Management System (CRM). Create cases to document reported product/service/logistic issues
Be the customer’s advocate, and share ideas and feedback to improve the customer experience
Inform management of customer concerns as well as service and/or operational problems
Document knowledge in the form of knowledge base tech notes and articles in the specified knowledgebase system
Performs other related duties
Education and Experience:
Post-secondary education and/or experience in an IT or other technical field is preferred
Minimum of 2 years’ experience in a customer service environment or at least 1 year in a technical support role.
Native or near nativeGermanSkills and AdvancedEnglishskills
Sound knowledge in networking technologies like LAN, MAN, WAN and peripheral devices
Should have sound knowledge of routers, switches, hubs, fiber optics and other technical stuff used in establishing networks
Good understanding of cloud based software technologies, firewall, virus protection software systems
Demonstrates ability to work as a team member to support the success of his/her immediate team as well as other departments.
Excellent customer service and problem solving skills
Ability to manage multiple tasks
Aptitude for high tech products and services
Interest in telecommunication products and networks
Demonstrates the behaviors that support customer satisfaction
Demonstrates the ability to communicate effectively in both written and oral forms
Demonstrates time management and organizational skills
Employs strategies for continuous learning and exemplifies commitment to process improvement
Able to use computers, software programs, and office equipment. Knows how and when to use reference materials and on-line information
Demonstrates phone etiquette
Performs other related duties
Works on assignments that are semi- routine in nature where ability to recognize deviation from accepted practice is required
All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.
Attractive salary and additional performance based bonuses
Development/wellbeing related classes (these vary throughout the year, ask for further details), year round events and fun competitions
Various discounts for gym classes & other recreational activities (Majorel partnerships program)
Access to the company’s events
Free development training, for both personal and professional purpose, via our E-Learning platform
Excellent reputation as responsible employer with presence in Portugal for more than 50 years
Modern work environment at an attractive location with excellent public transport connections
An international environment employing people from different nationalities and cultures
At Majorel, we are driven to go further and we will help you make it your own. If you are searching for a company that listens to your ideas, supports your individual growth, recognizes your contributions, and provides a flexible, inclusive and amazing work environment then this is your chance to apply!
Join us in a vibrant,multi-cultural city center environment. Explore you careers possibilities and work on your Personal Development. Above all, enjoy the experience of working with highly prestigious brands!