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(Near Native) English Speaking Technical Support Associate

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Job Description
Job Description
The Technical Support Associate I responds to basic and routine inquiries of a technical nature including hardware/software, or other designated client products. This position assists external users of the client's technical products or services by answering questions and solving problems involved in their use.
We are looking for a Technical Retail Support Agent that speaks English at a native level
Have you lived, worked, studied in a country where English was the main language spoken?
Responsible for providing world-class service and technical proficiency in handling the retail store issue resolution. Whether it is retail store mobile devices, applications, digital brand experiences or equipment, this role helps coaches and retail teams get connected, if an issue occurs. In most cases, this role will directly resolve issues, but may escalate to expert resources as well as ensure retail stores:
Trust that issues are in the hands of an accountable resolver team that understands the retail store environment and sense of urgency
Receive fast resolution to retail technology issues
Enjoy the interaction, recognizing that efforts are made to provide as little disruption to the retail environment as possible
Also, with over 1000 Retail stores globally, this role will provide technical and network problem resolution to the retail stores by guiding coaches through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating application menus and troubleshooting email issues.
Primary responsibilities
Resolve retail technical issues via phone, email, or chat
Develop positive, supportive rapport with retail coaches
Listen to retail issues, using technical expertise to understand context of issue and determine factors that may cause or impact the specific retail issue
Utilize Knowledge Base tools to work and resolve retail issues
Identify when and how specific issues should be escalated to various resolver teams
Use identified tools to track, escalate and record issues and resolutions
Manage open cases to ensure resolution work and case closure progresses quickly
Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more
Follow up and make scheduled call backs to customers where necessary
Stay current with system information, changes and updates
Ability to work with onshore/offshore teams, and communicate using virtual communication tools (phone, conferencing, online meeting, chat, etc.)
Provide timely and effective resolution to support requests based on service level agreements (SLA)
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Salary Indication
Prior experience in an IT Operations support role (Network Operations Center, Service Desk, Desktop support, etc.). Performing hands-on IT Infrastructure & Application troubleshooting desired
2-4 years technical education beyond high school; equivalent work experience is acceptable
Ability to work in a fast-paced, complex, global Retail support environment with competing priorities
Skill in verbal and written communication to analyze, interpret and address customer needs
Ability to be flexible and quickly adapt to changing business needs and processes
Ability to employ professionalism and self-control in deescalating the upset customer
Required to work flexible shifts during the week and weekend/ evenings
Looking for candidates that have either lived, studied, worked in countries where English was the main language spoken. English needs to be fluent in both reading and writing.
We offer you
An exciting full time job in a young international environment
Public Travel costs compensation 100% if you live further than 10 km from work location – we are located near Sloterdijk station
Attendance bonus system (700 yearly)
Irregular hours payment for weekend shifts
Referral bonus system (600 euro’s per referred candidate)
Possibilities for development and promotions
Pension plan

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