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Customer Support Assistant

Job Description:

As a Customer Support Assistant you will be a part of our Support Services team which offers a Premium Software & Hardware replacement service. It will be your job to be available as part of a busy Service Desk team providing support via email/telephone to our global customers, using initiative to help them as much as possible.

General duties will include but not restricted to:
• Be the first point of contact to our customers and providing a high level of support to our global customers requests and queries.
• Progress simultaneous high-profile/high-priority issues.
• Evaluate incoming communication using initiative through various entitlement validation methods to progress customers and to log incidents in our Incident Management System distributing these to certified engineers responsible for Vendors.
• In addition, you will also be responsible for managing the logistics of our Hardware service, identifying diagnosed hardware... incidents, selecting stock, and organising onsite technical engineers to aid the replacement of customer defective hardware within contractual SLAs.

Following a successful replacement, escalation to Vendors to replenish utilised stock, maintaining our stock to contract ratio.
• There will be a crossover of responsibility with the Delivery Specialist – Support Services EMEA team to ensure the historic record in our Incident Management database and ERP system has to be maintained to the highest standard.

Each utilisation of our service incurs a chargeable element and will be assessed to insure these are kept within the agreements of the service contracts.

Who are we looking for?

We are looking for people who are naturally empathetic, quick to read a situation and determined to solve problems, so analytical skills and a methodical attention to detail are also desired.

Skills/Experience Required:
• Solid customer service skills proven by relevant experience.
• French or German language skills desired but not relevant.
• Ability to acquire skills and develop quickly is essential.
• Ability to cope under pressure and prioritise work accordingly is essential.
• A positive cheerful disposition.
• Be articulate, clearly spoken and able to deliver telephone support in a friendly & professional manner.
• Be a team player, ability to work both within a team and individually.
• Ability to investigate & solve problems

Our offer:
• Great work conditions inside a large, worldwide, Fortune 500 organization.
• Private medical health program (including dental).
• MyBenefit program membership.
• A reliable and trusting work environment.
• Collaboration within a cooperative team with flat structures and open communication.
• Opportunities for both professional and personal development.
• Being part of a forward-thinking company committed to fostering diversity and inclusion.

PL-Poland - Remote

Time Type:
Full time

Job Category:
Engineering and Technology


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