Location:
Prague
Salary:
60-70000CZK/Month Kč/month
Start Date:
flexible
Category:
Customer service
Information Technology
Job Type:
Fulltime
Description:

We now have an opportunity for an experienced Technical Support specialist to become a key member of a brand-new customer team. The team will provide both technical and account management support to key accounts worldwide.

Our client is a world leader in contact centre technology, the product range includes omni channel customer support software, cloud based solutions, security and other value-added products. During 2021 they will be growing a new team in Prague to take care of several international accounts.

Overview of the role

In this role, we are seeking a professional who can provide genuine, world class service to our clients. This role will involve long term interaction and development of relationships with our customers, reacting to their issues and finding solutions to their problems.

This is a technical role, and you will be experienced enough to ensure that our products are configured optimally for each client’s business. You will work in a team game environment, and you will also coordinate across various departments to make positive change to our customer’s experience.

Key Tasks:

Provide practical tier 2 support to customers (phone, online, chat, and email) analyze logs, traces, packet captures, to understand root cause of issues
Demonstrate your knowledge and experience by communicating in a positive and professional manner
Own customer problems, maintaining communication through all stages of problem resolution, ensuring that the customer is always informed of progress and that relevant colleagues are engaged
Mentor and coach junior colleagues on the correct ways to communicate and deal with customer issues
Be proactive – if you identify a process that can be improved – highlight it and drive positive change
Work to resolve issues permanently, find the root cause of this issue rather than ‘quick fixes’

Key Requirements

Good communication and negotiation skills, able to deal with customer problems diplomatically and guide and influence the customer.
Must have previous experience in a technical service position, either in telecommunications or contact/customer service centres or similar.
Able to work independently and own your tasks.
We need a broad understanding of technology, able to analyse and suggest new technical solutions.
Understanding of TCP/P, Telecoms circuits, general understanding of telecommunications architecture (PBX, Carriers, VoIP)
Experience in any of these areas is an advantage: VoIP, Ethernet HW, JSON/XML, Browser development tools, CRM software
Good English language skills.

What we can Offer

This is one of the first roles in our new and rapidly expanding Prague operations team. You will have the opportunity to make a real impact in the future growth and success of this expansion.
You will have the opportunity of working technically and commercially with your client and developing real, long term working relationships.
The department will be based in Prague but we are happy to discuss with people that would like to relocate here in the near future. You could start work remotely and relocate at a later stage.
We are expanding both in terms of employee numbers and market growth and can genuinely offer long term learning and career path opportunities
Our work environment is open and communicative, we value our team and reward and celebrate our successes