Detalii loc de munca - București
Descrierea jobului - București
Purpose of the Job The Consumer Support Agent is the primary customer facing contact for Consumers (B2C) for one of the largest Strategic Business Units of the Home and Building technologies group, Environmental & Energy Solutions (E&ES). Primary responsibility is to help customers to solve technical issues (post sales) and to answer any questions about the features and capabilities of the products (pre-sales). Key assignments include: • Case Management: recording and tracking of all activities in CRM (Service Cloud) • Identification, investigation and resolution of support requests • Developing and maintaining technical Knowledge Base content • Timely communication to customers with focus on customer service and relationship building. Principal Responsibilities • Coverage of Technical Support Helpdesk (Phones, mail, email, live-chat, social media coverage and web support) for the specific product portfolio • Provide pre-sales and post-sales technical assistance for customers: facilitating the identification, investigation, resolution, root cause analysis and replication of technical issues. Areas include, but are not limited to, configurations, installation procedures, application functionality, and other areas as related to system operations. • Timely resolution is of high importance. Support cases will have to be timely escalated when appropriate to Tier 2 and/or appropriate resource. • Build relationships with customer base and become knowledgeable about the customer’s needs. If the question could not be answered within the initial contact, keep the customer updated on the status of reported problems. Communication with strong focus on customer service and solution quality. • Support the knowledge-sharing mindset and apply the Knowledge Management Methodology (KCS) guidelines. Knowledge Base co-ownership requires ongoing efforts to continuously create and enhance solutions in the database. • Create, track and monitor CRM records for all incoming support requests. Keep CRM system updated with current information on the support case, related activities and resolution. • Maintain and extend product knowledge by self-study and by attending relevant training sessions.
Principal Networks & Contact Links Internal • Technical Support Engineers (tier 1, tier 2, tier 3), Consumer Support Supervisor/Manager, Knowledge Management Specialists, Project Managers • Product Marketing, Sales Operations, Customer Care, Sales External • Customers Language Requirements • Excellent / Fluent in English and Polish, both verbal and in writing Education Required • Bachelor Degree Work Experience • Experience with Knowledge Management best practices • Experience with Call Center best practices • Experience in a multinational environment Technical Skills & Specific Knowledge Required • Strong Customer Service skills – ability to quickly gain customers trust and confidence. • Basic Knowledge of computers, electric & electronic concepts and devices • Strongly preferred but not required is a selection of the following competencies: o Knowledge of central heating systems and controls o An interest in technology o Experience with networks and RF connectivity • Strong problem solving skills – ability to quickly and correctly assess the impact, complexity and urgency of problems reported by customers. Behavioral Competencies Required • Growth and customer focus • Gets results: o Proactive and resourceful o Able to drive the activities necessary to bring tasks to conclusion o Must be able to multi-task, prioritize and work independently as well as in a Team environment • Communication skills: o Excellent telephone skills o Strong listening skills to really understand a customer problem or question o Ability to present information clearly and concisely, in verbal and written forms. o Ability to communicate and build relationships comfortably with customers o Excellent writing skills. Much of the work will be written (email, documentation etc.) • Champions Change, continuous improvement mindset • Fosters teamwork and diversity, knowledge sharing mindset