Remote implementation specialist with German and English

About Us

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. 

The Remote implementation specialist provides assistance to all new customers. He/She manages the implementation of accounts, assesses new customer needs, and recommends solutions that optimize value for the customer.

Description

As a Remote implementation specialist you will handle and resolve customer inquiries, questions, complaints related to technical issues.

Responsibilities:

• Opening trouble tickets, documenting issues, and troubleshooting steps taken;
• caller authentication;
• managing the overall client experience, such as following up with the Customer on ticket resolution, managing incidents, and ensuring Customer satisfaction;
• conducts Remote Setup Sessions and assists with provisioning customer accounts;
• helps customers with setup/provisioning of customer IP devices and assists with setup of user accounts, extensions and web-based call routing configurations;
• teachs the customers how to set-up their account;
• guides the client through new web-based user interfaces, mobile applications, and computer-based software configurations;
• walks the customer through complex call routing configurations;
• follows up, escalates, resolves issues related to porting process;

Job Requirements:

• Very good written communication skills inEnglish – at least level B2;
• excellent level of German – level C1;
• university or higher degree;
• knowledge on VоIP, networking, routers and modems;
• networking, IT or telecommunications certification is a plus;
• experience handling customer support for software products/services or Technical education;
• strong customer service orientation;
• process oriented, high attention to details;
• experience in managing end-to-end process in client facing environment;

We offer:

• Competitive remuneration package;
• social package including: additional healthcare insurance, food vouchers, sport card discount, social team activities, charity activities, team buildings, sport events, internal competitions;
• working schedule: Monday - Friday // 10:00 AM - 20:00 PM;
• work at home;
• work in a multinational environment;
• opportunities for long-term professional career
• friendly and accessible office location;

We are looking forward to receiving your application!

Only short-listed candidates will be contacted.

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