Customer Care Agent
Responsibilities and Duties:
The role is to ensure fast and professional initial clarification and problem solving for technical inquiries from our B2B customers, while
consistently adhering to SLAs and ensuring complete documentation.
First level support makes a significant contribution to customer satisfaction by enabling efficient transfer to the 2nd and 3rd levels through
precise work and clear communication and contributing to the solution of complex technical issues.
â?¢ Professional and customer-friendly processing of telephone and written (e-mail/ticket) customer inquiries.
â?¢ Initial clarifications and technical troubleshooting, especially in the area of fixed network (Internet, VPN, Managed LAN, SD-WAN
and Voice Services).
â?¢ Clean and detailed documentation of customer requests and solutions to ensure efficient transfer to 2nd and 3rd level support.
â?¢ Consideration and compliance with different service level agreements (SLAs) when processing requests.
â?¢ Coordinate internal resources to find solutions and ensure OLA/SLA compliance.
â?¢ Support in escalation processing through strong de-escalation skills and targeted communication.
â?¢ Working closely with colleagues from different departments to improve customer service.
Skills Required:
â?¢ Experience in technical support, preferably in the field of B2B customer service and/or telecommunications.
â?¢ Strong listening skills, analytical thinking and precise work.
â?¢ High customer and service orientation as well as enjoyment of solving technical problems.
â?¢ Very good communication skills, both written and spoken.
â?¢ Ability to work in a team and the willingness to work in 24/7 shifts.
â?¢ Resilience and enjoyment of actively participating in a dynamic environment and thinking outside the box.
â?¢ Ideally, experience with documenting and complying with service level agreements.
â?¢ German is a must, other national languages desired
â?¢ English (basic knowledge at least) is a must
The role is to ensure fast and professional initial clarification and problem solving for technical inquiries from our B2B customers, while
consistently adhering to SLAs and ensuring complete documentation.
First level support makes a significant contribution to customer satisfaction by enabling efficient transfer to the 2nd and 3rd levels through
precise work and clear communication and contributing to the solution of complex technical issues.
â?¢ Professional and customer-friendly processing of telephone and written (e-mail/ticket) customer inquiries.
â?¢ Initial clarifications and technical troubleshooting, especially in the area of fixed network (Internet, VPN, Managed LAN, SD-WAN
and Voice Services).
â?¢ Clean and detailed documentation of customer requests and solutions to ensure efficient transfer to 2nd and 3rd level support.
â?¢ Consideration and compliance with different service level agreements (SLAs) when processing requests.
â?¢ Coordinate internal resources to find solutions and ensure OLA/SLA compliance.
â?¢ Support in escalation processing through strong de-escalation skills and targeted communication.
â?¢ Working closely with colleagues from different departments to improve customer service.
Skills Required:
â?¢ Experience in technical support, preferably in the field of B2B customer service and/or telecommunications.
â?¢ Strong listening skills, analytical thinking and precise work.
â?¢ High customer and service orientation as well as enjoyment of solving technical problems.
â?¢ Very good communication skills, both written and spoken.
â?¢ Ability to work in a team and the willingness to work in 24/7 shifts.
â?¢ Resilience and enjoyment of actively participating in a dynamic environment and thinking outside the box.
â?¢ Ideally, experience with documenting and complying with service level agreements.
â?¢ German is a must, other national languages desired
â?¢ English (basic knowledge at least) is a must
About the company
