Customer Support Agent (h/m) in Málaga
Page Personnel
Málaga, ES
hace 3 días

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Support Services to user of innovative technology products

Descripción de la oferta

The role of a Customer Support Agent, covers the following main areas :

  • Responsible for answering inbound phone calls, e-mails, chat and other incoming requests, to provide :
  • Pre-sales support - Onboarding services - Walkthrough services - Technical Support : Help customers answer questions, troubleshoot and resolve software and and hardware issues for IoT and SaaS -
  • Customer Service - Order Support - Soft upgrading / upsales services

  • Document and record all activity and communication with customers over the phone, chat and email. This in turn helps CSAs to improve the experience provided and reinforces knowledge
  • Attending technical and soft skills training sessions
  • Gathering of technical troubleshooting information for ticket and solution updates
  • Escalation to Level 2 of issues which cannot be resolved at Level 1
  • Ownership to resolution for non escalated issues
  • Perfil buscado (h / m)

  • Completed college degree desirable, but a degree in progress may be acceptable
  • Minimum 1 year experience working in customer service / support
  • Tech savvy. Good understanding of web / mobile apps and ideally consumer IoT technologies
  • Understanding of smart home, security, consumer IoT protocols desirable
  • Bilingual, fluent in English and at least one other language (french, german, dutch, italian, swedish, norwegian, other europan languages) excellent grammar and punctuation skills
  • Communication skills. Customer service representatives need strong communication skills to answer customer inquiries clearly and effectively.
  • They must understand and communicate information effectively in writing and verbally

  • Interpersonal skills. Creating positive interactions with customers is an essential part of a representative's job.
  • Listening skills. Representatives must listen carefully and understand a customer's situation in order to help them
  • Patience. Workers should be patient and polite, especially when interacting with difficult or irate customers
  • Problem-solving skills. Representatives must determine solutions to a customer's problem. By resolving issues effectively, representatives contribute to customer loyalty and retention
  • Ability to quickly analyze a problem, seek or develop, and implement a solution
  • Experienced in sales - desirable
  • Qué ofrecemos

    Salary range : 18.000€-22.000€

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