Technical Experts for Just Answer (JA) is a passionate group of individuals that cater to one of the largest service categories out of 700 services that the company provides to the customers round the globe.
As part of Tech Support team, you will work to deliver consistently high-quality customer service and maximize the productivity by providing quality solutions to the customers in minimal time.
What will a typical day for Tech Support Engineer look like?
Interacting with the customers over chat and voice process in German and understanding their problem
Solving queries related to desktop, laptop, printer, scanners, networking, and any other technical
Troubleshooting hardware/software/login related problems daily via remote sessions and calls in Spanish as and when customer needs
Maintaining strong operational metrics (low refund rate, productivity and CSAT scores)
Identify trends in customer questions and make recommendations to the Expert Ops team on recruiting, training, and communication gaps
What do we expect from you?
Good Language Proficiency in German Language (Read/Write/Speak)
Strong computer skills needed to research, diagnose, troubleshoot and identify
Flexibility to work in rotational shifts
Hands-on experience with Windows/Mac OS
Familiarity with remote desktop applications and help desk
Good understanding of computer systems, Printing/scanning devices and other tech
Excellent written and oral communication skills in English
Passion for Quality Customer Service and ability to handle difficult customers
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