German Hardware Support Specialist

Requirements:
FLUENCY IN GERMAN
Between 6 and 12 months of corporate support experience with the openness to work flexible hours as required
Excellent customer service skills
Strong verbal, written, and interpersonal communication skills
Ability to troubleshoot and resolve problems in a technical team-oriented environment
Ability to demonstrate customer empathy, good customer diplomacy skills, and problem ownership
Ability to manage multiple tasks and priorities including good time management skills

Desired:
Provide general and technical support to customers through inbound phone and email requests.
Independently identify, troubleshoot, document, categorize and replicate customer problems and then escalate complex problems according to defined escalation procedures
Process warranty and return/refund requests for client products.
Retain ownership of all cases throughout the resolution process.
Report enhancement requests received from customer regarding hardware, application, or documentation.
Provide input to internal TP escalation departments, though escalation procedures.
Communicate bug fixes and new enhancements to customers.
Between 6 and 12 months of hands-on technical support experience (consumer electronics, home theatre installation, wireless networking, electronics repair, etc.)
BA / BSc or equivalent level qualification

Responsibilities:

Provide world class customer services for our clients customers
Address customer questions in a timely (within 24 hours) manner while maintaining a level of quality in communication that meets or exceeds written expectations
Submit questions or suggestions to the Subject Matter Expert, the Supervisor or the Client
Review updates on the external site hourly
Review quality feedback with supervisor
Follow proper diagnosing procedures
Follow proper escalation procedures

Please note Sigmar Recruitment are an equal opportunities employer and a member of the National Recruitment Federation