Technical Tier 2 – German Offshore Account Representative

Earn up to 20,000 Gross  The Advisor I, Technical Support responds to basic and routine inquiries of a technical nature including hardware/software, or other designated client products. This position assists external users of the client’s technical products or services by answering questions and solving problems involved in their use.

• Assist external users of the client’s technical products or services; identify, investigate, research and provide resolution to user questions and problems
• Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products
• Follow 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
• 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 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

• (B1/C1) German language level and (B1) English level is a must.
• Additionally, if you are familiar with Microsoft products (basic knowledge) and you able to lose the jargon and explain steps in a simple way, you are very likely to be successful in our process.
• Tier 1 Technical Skills is a must.
• Fluency in both written and speaking in the language.
• Flexible with rotational shifts.
• Skill in providing an exceptional customer experience.
• Ability and willingness to provide pre-sales support. Ability to promote and sell products or services.
• Able to speak with customers in a calm, enthusiastic and friendly tone of voice.