Technical Support Engineers Swedish, Italian, German& English (Native) bij Sonos

Vacature Technical Support Engineers Swedish, Italian, German& English (Native) bij Sonos

We are looking for a creative and enthusiastic customer and technical service oriented candidates to join our fast growing Customer Support operation.
The Technical Support Engineer is responsible for providing first tier technical support for general hardware, software, application, and operating system issues and resolving all product installation and product operational issues for Sonos clientele. The primary responsibility of a Technical Support Engineer is managing customer inquiries. The right candidate will have experience and passion in a customer facing environment and thrives in troubleshooting and solving operational and technical inquiries. If you love music, solving challenging software problems and doing things the right way every time, we’d like to talk to you!

Responsibilities:
Respond directly to support issues and service requests submitted via, telephone, email, web, text chat, and voice mail.
Respond to requests for technical assistance from customers to identify, determine, recreate, resolve or escalate issues using existing guidelines and standardized tools.
Handle incoming calls.
Utilizing proper CRM tools and systems.
Gather specific problem information and document problems from the symptoms provided.
Escalate issues than cannot be resolved.
Process defective product returns.
Ensure customer satisfaction through end-to-end management of each service request by maintaining service status, periodic review of calls with reference to escalation timeframe and timely closure. Ensure follow-up with the customer until issue is resolved.
Demonstrate customer relations skills and maintain a positive company image during all interactions with the customers.

Profiel Technical Support Engineers Swedish, Italian, German& English (Native) bij Sonos

The ideal candidate is a decisive, action oriented individual who takes ownership of open issues and who has the ability to interface successfully with Engineering teams/management.
Experience in Technical Support, including help desk and/or customer call center environment; previous experience in a hi-tech environment, ideally B2C and B2B businesses.
Ability to troubleshoot problems, research and find answers to consumer questions.
University degree in Computer Science, Engineering, IT or Network Administration desired or equivalent experience.
Experienced in set-up, installation, Networks & PC Windows XP.
Will also have an affinity and passion for new technology, wireless digital consumer products, all things electronic, digital audio.
Must be a team player who also works well independently.
Must have ability to assess and provide proactive advice or solutions.
The right candidate will thrive in a small company environment.
Must have excellent communication skills.
Native in Swedish or Italian, also fluent in English

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