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Technical Support Expert (Microsoft) - German Speaker (Business to Business)

Pillars
6th of October, Giza
Posted 6 years ago
30Applicants for15 open positions
  • 25Viewed
  • 5In Consideration
  • 20Not Selected
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Job Details

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Job Description

Objective:

Technical Support Specialists are part of the customer support chain in the line of contact between to our customers. Working on behalf of our clients the Technical Support Specialist will provide responsive and competent technical support to customers who require help with customer service, product information, or assistance with installation and usage of hardware or software application as required by the needs of each specific product line. This support is normally provided by telephone although it is increasingly being provided through electronic means, like Internet, Email, Intellectual Edge, or other means to be developed.

The OSS Engineers primary focus is delivering the world’s best professional technical support for Office 365 products including messaging, IM communication, web conferencing, and web sites. Engineers will ensure that all Microsoft customers are very satisfied with the effectiveness and efficiency of the support they receive. By utilizing knowledge of the customer environment, they will deliver timely and high quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer. They will effectively manage cases and sub-cases to ensure timely and high quality communication with customers and resolution of all issues. They will follow through on customer commitments with courtesy and a sense of ownership. They will develop a
relationship with both the customer and technical peers for the technology they support and related technologies in order to ensure improved collaboration and satisfaction in support

Responsibilities:

  • Provide a high level of professional and competent support to all customers.
  • Act in a mature and professional manner towards customers, clients and colleagues.
  • Provide telephone support as scheduled and be available to fill in on the telephone for others on your own or other teams to meet goal of providing excellent customer service.
  • Be aware of and assist in ensuring the department’s targets and goals are met. Maintain customer satisfaction according to the established systems of measurements.
  • Use troubleshooting techniques where required to solve customer problems effectively.
  • Use database and call logging tools to provide answers to customers’ queries.
  • Maintain a high level of technical product knowledge in the specified products and become knowledgeable in new products as assigned.
  • Uphold the company values at all times.
  • Associates will be required to perform any other job-related duties assigned by their manager/supervisor.
  • Personal Success Profile:
  • Self-starter with working knowledge of best operational practices.
  • High attention to detail with the ability to understand complex workflow systems
  • Ability to communicate in a one-to-many environment as well as on a professional level with IT
  • professionals, customer managers and executives.
  • Ability to think critically and deliver results under pressure.
  • Ability to portray professionalism and work well in a team environment.
  • Remain effective and maintain a positive attitude during times of change and stress, and viewing change as an opportunity for improvement.
  • Identify situations causing customer dissatisfaction and strive to reverse or reduce adverse effects.
  • Take advantage of all opportunities to learn and develop new competencies. Seek opportunities for challenging work tasks.
  • Demonstrate excellent oral communication skills with the ability to control, manage and direct a conversation while simultaneously identifying essential information.
  • Demonstrate excellent interpersonal skills with an ability to create and maintain a good impression, based on competence and credibility.
  • Build relationships with team members and co-workers for effective team performance. Share information and ideas, and ask questions to ensure common understanding.

Job Requirements

  • High school diploma with a minimum of 1 year related experience.
  • Skill in providing an exceptional customer experience.
  • Skill in verbal and written communication to analyze, interpret and address customer needs. Strong technical background
  • Solid understanding of standard computer science concepts, personal computer architecture and networking required.
  • Working knowledge of one or more current Microsoft Operating systems (Windows NT Professional, Windows 2000 Professional, Windows XP, Windows Vista, Windows 7, Windows Server Edition), or any future releases
  • Prior knowledge in at least one of the following disciplines is required: network operations, networking protocols, network authentication, messaging technology or messaging protocols, or other technical skill strengths with an online service or network communications.
  • Passion for Technology (curious, has desire to learn, does not rely on past knowledge, stays on top of latest technologies, etc.) in conjunction with a customer orientated focus
  • Ability to work in a time critical environment.
  • Ability to be flexible and quickly adapt to changing business needs and processes. Ability to employ patience and self-control in handling irate customers.
  • Ability and willingness to provide pre-sales, sales, or post-sales support. Ability to promote and sell products or services.
  • May be required to work unconventional hours or shifts, weekends, holidays, 2nd shift, or early mornings.

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