Primary Technical Support with Greek

Mission

We have a job opportunity for a Primary Technical Support rolein our team.

In this role, you will improve Customer Satisfaction by providing a high quality professional Primary Technical Support to SE customers, particularly regarding technical information on products, prices, discounts, application information during the pre-sales, sales & after-sales process.

What will you do:


* Provide 1st level of technical support in pre-sales (product selection, application information) and post-sales (product installation, technical characteristics, technical complaints) to SE customers and partners from Greece & Cyprus.


* Ensure a proper escalation to the 2nd level support when necessary;


* Back-up for Commercial Customer Support role (logistics tasks);


* Responsible for back-up (English language) of other tasks performed in the MCCC (technical support, Lead management, etc) when necessary;


* Responsible for answering incoming telephone calls, e-mails, chats, web-based tickets and prioritizing customer's support needs;


* Escalate customer issues to Service Team to provide on-site support as required;


* Issue quotations in accordance with customer requests and required standards: cross-references, configuration, a mix of products in cooperation with countries representatives;


* Provide support to the customers for product replacement, troubleshooting, and technical complaints;


* Complete documentation and follow up on all commitments and customer details;


* Actively create/modify knowledge database and review FAQs;


* Collaborate with Marketing on new product launches;


* Provide relevant product and process training to other team members;


* Ongoing proactive research and learning about new products, technologies, and applications;


* Participate in the interaction center's continuous improvement process;


* Liaise between customers, After-Sales, and Marketing regarding Product Quality Returns.

Experience and skills we are looking for:


* Education: Bachelor's Degree or Post-Secondary in electrical/engineering


* Minimum 1-year Technical Support, Sales and/or customer service experience preferred;


* Fluent in English and Greek (at least C1 or native);


* Previous phone interaction experience is desirable;


* Demonstrate a flair & understanding of customer support issues;


* Demonstrate flexibility and an ability to learn quickly;


* Excellent problem-solving abilities and aptitude to understand and explain technical information;


* Ability to work towards individual and team targets;


* Excellent interpersonal, communications and time management skills;


* Ability to develop and maintain customer rapport;


* Strong verbal and written communication skills are required.

What's in it for me?


* Flexible work schedule and home-office options (hybrid);


* A wide range of benefits: Bookster, Wellington platform, Meal tickets,...