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210000DZ Requisition #

Ensuring that everything starts and ends with the customer.

End user support specialists provide technical support to end-customers on a variety of issues relating our products and self-help tools.  The role requires extensive communication via telephone, email and chat while providing the highest level of customer service.  Specialists will generally deal directly with end users and must effectively communicate answers in a way they can understand.  Their responsibilities include diagnosing product or tool issues and providing callers with step-by-step solutions over the phone, by email or chat.  They will also handle customer communications during the repair service process.

Accountabilities/Key Responsibilities

  • Tech support L2 (post-sales support)
  • Escalations from self-service tools (FAQ, How to guides)
  • Contribute to self-help content
  • Web sales order placement support
  • Customer service and complaint handling
  • Support with achievement of relevant KPI targets.
  • Assist end users with our suite of self-help tools (Repair portal, web shop)
  • Remain current on product information and product updates through available resources
  • Assist other co-workers in the department as needed
  • Provide repair service customer support

Job Requirements

  • Bachelor’s Degree preferred, or equivalent combination of education and related experience
  • 1-3 years Customer Service experience
  • Multilingual English – French
  • Strong PC Skills in MS Office, JD Edwards (preferred)
  • Superior customer service attitude; able to handle difficult customers with diplomacy and tact
  • Excellent communication (oral and written) skills, and excellent phone skills
  • Ability to speak and write in local language and English at level 2 (other language skills a plus)
  • Excellent interpersonal skills
  • Strong, accurate data entry skills
  • Good organizational skills with excellent follow-through
  • Good problem-solving skills
  • Deep product knowledge in consumer products and Bluetooth technologies
  • Interest in the consumer products preferable
  • Understanding of Ecommerce solution
  • Ability to support end-user with online Direct Sale

Essential Characteristics

  • Willingly accepts direction to adapt role to organization or team changes
  • Is quick to recognize situations where change is needed and takes steps to implement change
  • Supports organizational change
  • Builds trust with others by acting in a way that is consistent with group/organizational expectations
  • Learns to be flexible in completing job assignments
  • Willingly accepts assignments that will expand his/her capabilities
  • Seeks opportunities and effectively works with others to learn who have more experience and tenure in the organization, different perspectives, backgrounds and/or styles
  • Actively seeks additional experience and knowledge in technical/ functional areas to gain expertise beyond current assignments
  • Excellent organizational skills as well as oral and written communication skills
  • Results focused by aiming for and exceeding performance targets and goals to drive personal accountability
  • Able to quickly learn company systems and tools
  • Able to interpret and apply department policies and procedures and applicable laws, rules, and regulations
  • Strong on Relationship Building by recognizing cultural differences
  • Attention to detail, self-directed, self-starter, problem solver
  • Able to work independently and with a team and to promote a positive work atmosphere
  • Able to meet deadlines & balance multiple projects in a fast-paced environment
  • Strong analytical and troubleshooting skills

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