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Support Professional (German)


Support Professional (German)
2012-04-27 23:17

Вакансия компании: Acronis
Создана:
Регион: Москва
Требуемый опыт работы:
Предполагаемый уровень месячного дохода: от 45 000  руб.

Minimum requirements:


·         Advanced German (both oral and written skills close to native speaker).

·         Upper Intermediate English (read and written skills).

·         Keyboarding skills

·         High technical competency in computers (hardware‚ software‚ network).

·         Understanding of basic Customer service work peculiarities and procedures.

·         Willing to work and develop in call center environment.



Nice to have:


·         Other European languages (Spanish‚ Italian‚ French‚ Dutch)

·         Advanced knowledge in *nix based systems.

·         IT certifications (Microsoft‚ Cisco‚ etc.).

·         Experience in working in Customer service‚ sales or other Customer focused businesses.


Responsibilities:

·           Communication with Acronis inc. Customers over e mail‚ phone‚ and web chat.

·           Resolution of Acronis products usage problems remotely over e mail‚ phone‚ and web chat.

·           Remote assistance to Customers using Remote Desktop or WebEx.

·           Working according to the department's staffing requirements based on volume forecast and determined by the department or sub department manager‚ including non-business hours and night shifts.

·           Ensure the widespread adoption and high Customer satisfaction of Acronis software solutions and Customer service delivery‚ based on technologies and applications‚ by timely Customer calls and partner support.

·           New product launch support.

·           Issue verification.

·           Identification of workarounds and subsequent communication to team members and knowledgebase manager.

·           Work with development and QA to resolve the issue.

·           Reporting back to the Customer during an expectable and agreed upon time frame.

·           Ensure proper and in time leads are forwarded to sales department.

·           Assisting Customers with solving sales related issues.

·           Working with PM and Technical writers to introduce amendments into user guides.

·           Working with product managers to identify new features for development.

·           Fulfill IT security issues‚ follow corporate security standards and requirements.

·           Provide service and support for corporate and home users and holding introductions to new users.

·           Explain detailed technical aspects/solutions to Customers and partners (resellers).

Help Customers identify their issues‚ needs and requirements.


Working conditions:


∙       Salary and schedule: interview defined

∙       The employee will be provided with a standard compensational package‚ which includes:

-          100% legal salary‚

-          Prestigious medical insurance‚

-          Free business lunches‚

-          Free transportation or pick up during night working hours‚

-          Privileged credit program‚

-          Partial Fitness programs compensation‚

-          Free educational programs and courses within the company,

-          Team building events,

-          Other projected compensation equivalents during contractual time

52 000 актуальных вакансий от hh.ru
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