Sr. Customer Support Analyst with German&Dutch (Technology)
Prague, Praha

Description ;;Ownership and drive to bring all issues pertaining to specific clients to a closure;;Providing inputs to the team leads for the status update calls with the key stakeholders from the client side;;Develop a sound understanding of the organizational policies, procedures and eProcurement tools and implement it on a day to day basis;;Provide technical assistance via phone, email and webex to clients, across the globe for eProcurement tools;;Proactively communicate issue status in a timely way to the clients and the management;;Take ownership of issues until they are successfully resolved. Ensuring the timely resolution to meet our ‘Service Level Objectives’ (SLOs);;Answering inbound calls of clients as per the SLA`s and ensure resolution on call – first fix;;Making outbound calls to clients if process demands so;;Ensuring complete documentation with the ticketing system for ease of reporting and follow up as per the process;;Efficiently and concisely document support calls/email support inquiries and resolution into the company’s tracking system, practicing ITIL concepts;;Filing ‘Solutions’ and ‘Problem Reports’. Co-coordinating with various concerned departments to ensure the dynamic fixture of bugs and issues;;Analysis of issues, collecting of right information;;Willingness to learn;;Perform special projects as requested by the Manager;;Deliver product training courses to customers and internal staff;;Develop a strong professional rapport with assigned customer accounts to help build our business;;Ensure customer feedback as per the set standards of the company;;Practice process improvements as defined;;Assist Sales and professional services teams in terms of trainings of products and troubleshooting. Documentation of FAQ`s and maintaining the repository;;Developing training material if need be and updating it on a timely basis;;Functioning as a core part of the team, aligning individual activities to meet the goals of the team and organization at;; Requirements ;;fluency in English, Dutch & German language (both spoken and written);;2 +years of relevant experience in customer management;;Good communication skills and the ability to liaise with various internal teams;;Ability to document action items and drive them to completion;;Willingness to drive work to completion irrespective of the odds (Willingness to drive work to completion irrespective of the odds);;Ability to comprehend business problems and presenting the needed solution to the customer;; Offer ;;Why join us?;;;;GEP benefits: Above standard starting salary, Language courses, Extra vacation days, Lunch vouchers, Sick days, Contribution to Pension or Life insurance, Multi-sport cards and Home office.;;GEP cares about people: We provide training, mentoring programs and career development plans to invest on our people.;;GEP is fun: A fully renewed and modern office in the center of Prague, hosts an open, friendly and multicultural atmosphere with different nationalities.;;GEP is growing: By adding new customers and providing new services, we have managed to consistently increase our turnover by double digits over the last couple of years.;;

Detaily o pracovním místě:
Firma: GEP Czech Republic, s.r.o.
Okres Praha
Pracovní pozice Sr. Customer Support Analyst with German&Dutch (Technology)
Nástup do práce od: IHNED
Nabízená mzda: neuvedeno
Nabídka přidána: 2. 11. 2021
Pracovní pozice aktivní
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