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Konkurs je istekao.

Customer Support Multilingual

MERA Software Services d.o.o.

Beograd

25.02.2016.

ugovor puno radno vreme

Customer Support Multilingual

English and Polish or German or French or Spanish

Software done right

This position is responsible for providing technical software, hardware and network problem solving and assisting in all aspects of customer support. The role focuses heavily on providing customer service by performing specialized question/problem diagnosis and guiding clients through step-by step solutions. The role requires customer service, technical support, and account management.

 

Essential Duties and Responsibilities:

  • Independently handles a high volume of client support requests
  • Relying on specialized knowledge of the MERA Client’s products, works with customers to understand their specific needs and expectations and find the appropriate solution
  • Participates in job related training initiatives including mentoring and delivering trainings
  • Reviews support cases for technical and troubleshooting accuracy
  • Provides technical support via phone and email
  • Logs and uses independent judgment to prioritize assigned incident tickets
  • Responds to and diagnoses incidents/problems through discussions with users
  • Supports incident management process through which incidents and resolutions are controlled and resolved
  • Works directly with the Engineering team to identify and resolve potential system-wide QA issues
  • Contacts customers in response to inquiries, complaints or issues and provide a status update and planned resolution
  • Other duties as needed

Education and/or Experience

  • BA/BS degree required; preferably in a related field
  • Minimum 3-5 years of customer or technical support experience
  • Experience in a POS technical support environment is a plus
  • Restaurant industry experience is a plus

Competencies

  • Strong English skills – mandatory
  • Good knowledge of Polish or German or French - mandatory
  • Strong troubleshooting skills - mandatory
  • Call center experience and point of sale (POS) knowledge - highly desired
  • Demonstrates attention to detail and organization skills
  • Demonstrates clear and professional written and oral communication skills
  • Identifies and resolves problems in a timely manner; develops alternative solutions
  • Is adaptable, professional, courteous, motivated with a strong work ethic
  • Interacts effectively with all levels of management and other employees
  • Thrives in a fast-paced environment and challenging workload
  • Performs well individually, with minimal supervision, and as a member of a team
  • Contributes in a wide range of capacities to an entrepreneurial environment
  • Is confident, assertive, flexible, team-oriented and professional
  • Effectively prioritizes and escalates customer issues as required
  • Maintains composure and customer focus while troubleshooting and solving technical issues
  • Has the aptitude for acquiring skills in technical repairs
  • Learns new software and applications on mobile devices
  • Works closely with cross-disciplinary teams
  • Act as the MERA’s Client’s product knowledge expert

Computer Skills

  • Must be proficient in MS Office
  • Solid knowledge of Internet development technologies

For more information about job opportunities or the latest vacancies in our company please see http://merasws.com/career/apply

Apply here

    MERA Software Services

    MERA – software R&Dservices company for ICT domains 1500+ engineers, private company established in 1989 Software R&D services for the international market since 1993. R&D offices in Belgrade, Serbia and Nizhny Novgorod, Russia. Offices in the USA and Canada  Key technological domains: Mobile networks (GSM, UMTS, LTE) IP networks Enterprise software Unified communications Machine-to-machine (M2M) Mobile solutions Cloud and virtualization Telematics Telecom platforms Embedded…

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