Support Specialist
2 weeks ago
We are a leading provider of innovative solutions in the governance, risk and compliance sector.
Our mission is to empower organizations with a holistic view of their GRC practices, enabling them to make better decisions, faster.
Position OverviewThis role involves providing exceptional customer service and technical support to our clients.
Key Responsibilities- Customer Interaction: Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services.
- Issue Resolution: Gather customer's information, determine the issue by evaluating and analyzing symptoms, diagnose and resolve technical and software issues involving internet connectivity, login problems and more.
- Problem Escalation: Identify and escalate priority issues per client specification - Redirecting problems to appropriate resource.
- Call Transactions: Accurately process and record call transactions using a computer and designated CRM software.
- Solution Provision: Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business, researching solutions using available resources.
- Technical Knowledge: Experience of phone-based Software Application/Technical Support or call centre experience supporting end users. Working knowledge of Windows OS.
- Communication Skills: Exceptional written and verbal communication skills in English are required, and advanced to fluent level in German.
- Problem-Solving Skills: Proven problem-solving skills and technical aptitude.
- Customer Handling Skills: Superb communication and customer handling skills. Ability to think on your feet in a highly demanding and fast-moving environment.
This role requires excellent customer service with superb communication skills, a passion for helping people and being unflappable under pressure.
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