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Job Description
- Records, listens, and evaluates technical calls for customer service skills, technical skills, and policy and procedure adherence. Provide timely and constructive feedback to Support Professionals.
- Serve as the source of information and data for all areas and employees within team.
- Provide feedback and ideas to Quality Analysts and Managers, ensuring continuous improvement.
- Track and report the results of coaching scores.
- Make recommendations for continuous improvement in programs and processes.
- Consistently monitor accuracy of monitoring forms and legends.
- Conduct brown bag/triage classes (secondary).
- Provide coaching feedback and calibration sessions with Technical leads.
- Provide at least four hours per month of customer or technical support via telephone and other electronic mediums for an assigned product.
- Track quality data for Quality Analyst.
- Other duties as assigned.
Job Requirements
- Experience in similar position and Fluency in German is a must.
- Panel Interviews will take place afterwards as a final tollgate.
- Skill in providing an exceptional customer experience.
- Skill in verbal and written communication to analyze, interpret and address customer needs.
- Knowledge of contact services industry and best practices.
- Knowledge of Microsoft Office applications specially Excel is a plus .
- Ability to work in a time critical environment.
- Ability to be flexible and quickly adapt to changing business needs and processes.
- Ability to work staggered support hours.
- High School diploma with a minimum of one year related experience.
- Equivalent education or experience may be substituted for any of the above.
- Ability to work staggered support hours.