?The Company:
At arvato Finance, we combine more than 15 years of expertise in BPO and finance services, including Order-to-Cash, Procure-to-Pay, Record-to-Report, Finance and Accounting and Merchant Services.? Through our Dublin-based centre of excellence for finance BPO and our extensive global network, we deliver innovative, tailor-made solutions that enable our private and public sector clients around the world to operate and compete successfully within the global marketplace.
arvato Finance is a subsidiary of arvato AG, an international outsourcing provider with over 63,000 people employed in over 136 subsidiaries across 36 countries worldwide. arvato has annual revenues of approximately ?5bn, contributing nearly a third of the Bertelsmann group's annual revenues of over ?15bn.
?The Opportunity:
The objective of the Hardware Customer Support Representative is to provide customer and technical support through analysis and problem solving in order to facilitate set up, troubleshooting, maintenance, education, and documentation of technical hardware products via a Support Center environment.If you are an energetic creative professional, with a technical aptitude, we?d love to hear from you.
Experience with smartphone technology, home electronics, wireless networking, or audio devices are a distinct advantage for this position.?This position requires coverage 12 hours a day 7 days a week, shift pattern for 5 days over 7. So? for this reason flexibility will be required.
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Technical aptitude and a Customer service focused approach are the key to being successful in this role, our world-class trainers will teach you all the product specific information to make you successful.If you are looking for a great job and a great company, stop here ? Arvato Finance Services is the place to grow your career!
Key Responsibilities: ?????? Provide world class customer services for our clients customers
????? Address customer questions in a timely (within 24 hours) manner while maintaining a level of quality in communication that meets or exceeds written expectations????? Submit questions or suggestions to the Subject Matter Expert, the Supervisor or the Client
????? Review updates on the external site hourly????? Review quality feedback with supervisor
????? Follow proper diagnosing procedures????? Follow proper escalation procedures
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A successful Hardware Customer Support Representative I will ideally possess the following skills and experience
????? Provide general and technical support to customers through inbound phone and email requests.????? Independently identify, troubleshoot, document, categorize and replicate customer problems and then escalate complex problems according to defined escalation procedures
????? Process warranty and return/refund requests for client products.????? Retain ownership of all cases throughout the resolution process.
????? Report enhancement requests received from customer regarding hardware, application, or documentation.????? Provide input to internal TP escalation departments, though escalation procedures.
????? Communicate bug fixes and new enhancements to customers.?
??Requirements:
????? Between 6 and 12 months of corporate support experience with the openness to work flexible hours as required????? Excellent customer service skills
????? Strong verbal, written, and interpersonal communication skills????? Ability to troubleshoot and resolve problems in a technical team-oriented environment
????? Ability to demonstrate customer empathy, good customer diplomacy skills, and problem ownership????? Ability to manage multiple tasks and priorities including good time management skills
?Desired:
????? Between 6 and 12 months of hands-on technical support experience (consumer electronics, home theater installation, wireless networking, electronics repair, etc.)????? BA / BSc or equivalent level qualification
?Arvato finance services Ltd. Core Organisational Competencies:
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Source: http://www.jobs.ie/ApplyForJob.aspx?Id=1193423
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