Technical Customer Support Specialist

2 weeks ago

Bucharest, Bucureşti, Romania Genpact Full time €25,000 - €40,000 per year

As an L1 Customer Support Specialist, you will be the first point of contact for customers, providing exceptional support to resolve inquiries and issues efficiently. You will collaborate closely with internal teams and adhere to established guidelines to ensure high levels of customer satisfaction and meet performance goals. This role requires strong problem-solving abilities, effective communication skills, and a commitment to continuous learning to stay updated with product changes and improvements.

The role is Hybrid, in Bucharest
.

C1 level of English AND German required.

Working schedule
: flexible working schedule, mostly business hours, but the team needs to cover 24/7 rotational

Responsibilities:

  • Ensure customer satisfaction by delivering professional and friendly support across all interactions.
  • Collaborate with Level 2 support teams for advanced issue resolution, escalating as necessary.
  • Use specified tools and resources to troubleshoot and resolve basic technical issues.
  • Work effectively with other departments, including quality assurance, sales, and product teams, to enhance customer experience.
  • Document customer inquiries and resolutions accurately within the CRM system.
  • Follow internal policies and uphold both internal and external Service Level Agreements (SLAs).
  • Adhere to defined processes and work instructions, ensuring consistency in service delivery.
  • Incorporate lean management practices to improve process efficiency and workflow.
  • Execute assigned tasks diligently, with a focus on quality and timeliness.
  • Build and maintain a strong understanding of the products, staying knowledgeable on all aspects relevant to support.
  • Keep updated on company processes and engage in continuous learning to stay current on new product updates, features, and procedures.

Requirements:

  • Strong communication and interpersonal skills, with a customer-first attitude.
  • Familiarity with CRM systems.
  • Strong English skills at C1 level plus strong C1-level skills in German.
  • Ability to work collaboratively with multiple departments.
  • Attention to detail, with strong documentation and problem-solving skills.
  • Willingness to learn and adapt to new tools, processes, and products.

Preferred Qualifications:

  • Prior experience in a customer support role, ideally in a technical related field.
  • Knowledge of [specific products, if applicable] and customer support best practices.
  • Familiarity with Service Level Agreements (SLAs) and lean management principles.

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