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Technical Support Agent

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As Technical Support Agent you're responsible to ensure customer satisfaction by answering product and service questions and attracts potential customers by answering product and service questions during their on-boarding/trial period.

Customer satisfaction:
You will be the link between the customers and product team and make sure all account information/communication is recored and properly managed. In addition you will be responsible to manage the help center and notify management when articles are out of date, contain wrong information or are missing. 

Attract potential customers:
During the trial period you will be in contact with sales agent updating them on the clients every move. Seeking opportunities to help them understanding the platform the best.

Job:
  • Open and maintain customer accounts by recording account information
  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Recommend potential products or services to management by collecting customer information and analyzing customer needs
  • Prepare product or service reports by collecting and analyzing customer information
  • Manage large amounts of incoming chats
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships of trust through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure
    resolution
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Go the extra mile to engage customers
  • Resolve customer complaints via phone, email, chat or social media
  • Greet customers warmly and ascertain problem or reason for calling
  • Assist with placement of orders, refunds, or exchanges
  • Suggest solutions when a product malfunctions
  • Attempt to persuade customer to reconsider cancellation


Main requirements

Requirements:
  • Proven customer support experience in a SaaS enviroment
  • Track record of over-achieving quota
  • Strong communication skill  (technical and non technical)
  • Familiar with CRM systems and practices
  • Customer orientation and ability to adapt/respond to different types of characters
  • Ability to multi-task, prioritize and manage time effectively

Top skills & proficiencies:
  • Product Knowledge 
  • Quality Focus
  • Market Knowledge
  • Documentation Skills
  • Listening Skills
  • QA Skills (including bug finding and reporting)
  • Resolving Conflict
  • Multitask
  • Patience
  • Negotiation
  • Positive Attitude
  • Attention to Detail
  • People Oriented
  • Analysis
  • Problem Solving
  • Organisational Skills
  • Adaptability
  • Ability to Work Under Pressure
  • Computer Skills

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Quality Assurance
Customer Support
Problem Solving
Analytical Skills
Customer Insight
Entre € 28,000
e € 35,000

Localidade:Amsterdam
Contrato:Contrato permanente
Tipo:Full-Time
Categoria:Sistemas de informação
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