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Do you speak fluent German! Do you like Customer Service! Do you have IT knowledge! Responsibilities: Manage the day to day email business ensuring WWDR service levels are met Ensure email responses are timely, accurate, complete, and well written Promote and demonstrate a spirit of cooperation when working with others Work cross functionally with other support and escalation teams to ensure developers needs are met Work to identify issues requiring escalation and engage supervisor as appropriate Work to identify source of repeat issues through root cause analysis input Utilize all necessary team support tools and resources to effectively handle support requests Suggest content additions or edits to knowledge base tools for consistent support experience Regularly review all Developer Services related web content ensuring information is current, escalating any discrepancies found Skills and Attributes Customer Skills Developer Services Frontline Agents (Agents) should demonstrate competent customer skills as they interact with developers and other support teams in any form. Empathy, understanding, and tact are some of the necessary characteristics required at all times when handling developer support contacts. Regardless of personal opinion or internal business issues, Agents should always present a positive attitude and perspective on Apple products, technologies, programs, and the Company itself. Agents should promote and demonstrate a spirit of cooperation when working with others. Communication Skills Agents must be able to communicate well using excellent written or oral skills. The ability to fully understand the real needs of the customer and respond as appropriate while providing the highest quality of customer support are necessary skills. Basic to these skills is the ability to adapt communications to the level of understanding of the customer, or target audience, so they receive the needed information in a useful form. It is equally important to address the full scope of the issue as described by the customer in the response sent. Technical Skills Agents must continually grow their professional and technical skills to better enable them to provide quality customer support. Regular review of the developer web pages to stay current on the channel’s offerings is required. Additionally, timely review of business alerts and program updates sent by the team supervisor and the escalation support and management staff is also required. Can relate to and communicate with all types of situations and customers (internal and external)


Requirements: Be fluent in English and GERMAN Positive attitude and customer focused Self motivated and able to work cohesively in a team environment Excellent written and oral communication skills

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