Global Customer Experience Representative

Há 4 dias


Lisboa, Lisboa, Portugal TTEC Tempo inteiro
About This Role
This role involves working as a Dutch-English Technical Support Representative in a hybrid model, partially onsite in Sofia, Bulgaria, and partially from home. You'll be responsible for troubleshooting with customers, helping to resolve their issues, and collaborating internally with other team members to ensure exceptional customer experiences. In this role, you'll have the opportunity to develop your technical skills, work with a global team of curious lifelong learners, and contribute to the success of the customer experience and the overall success of the team.

Key Responsibilities
Your key responsibilities will include providing technical support to field engineers, technicians, and product support personnel, assisting sellers and homeowners during and after system installation and commissioning, troubleshooting issues related to installations remotely, documenting customer interactions, and escalating complex issues to Tier 2 support and Team Lead as required. You'll also meet group and individual performance metrics, including response times and resolution rates.

Requirements
To succeed in this role, you'll need prior experience in Technical Support, Electronics, or electrical support, with the ability to read, write, and speak in Dutch and English. You should also be able to ask the right questions in a calm and respectful manner to diagnose issues and analyze complex data sets, possess a detail-oriented mindset to prepare technical support reports, and be comfortable resolving customer issues before escalating to the next level. Additionally, you'll need to be comfortable with decision-making by assessing situations, researching potential solutions, and making recommendations, as well as having a technical solution-oriented mindset to ensure happy customers.

Your Career Opportunities
This role offers many career opportunities for growth and development, including access to thousands of free courses to support your career growth wherever that may take you. With a supportive team and a commitment to your career development, you'll have the chance to build a rewarding career in customer experience and technical support. We're looking for someone who shares our values, is passionate about technology and renewable energy, and has a caring and supportive nature that will shine through as you help customers.

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