Technical Support Representative – Russian & German Speaking
Date of placement 11.10.2018
Type of employment
the Netherlands (Holland), Amsterdam
Salary Not specified
Location: Hoofddorp, Amsterdam Area Join Plantronics and Shape Technology’s Future Plantronics innovates. It’s in our DNA. Remember when Neil Armstrong brought the future into our living rooms with: "That's one small step for man, one giant leap for mankind,”? Plantronics technology made that possible. And, did you know that Bluetooth’s inventor actually works for us? He does and he recently joined Thomas Edison, Henry Ford and the Wright Brothers as a member of the US National Inventors Hall of Fame. Today, Plantronics brings the most amazing phone calls and music to people around the world with our award-winning headsets. Along with our relentless quest to produce the most innovative communications devices, we aim for the highest level of customer service. That’s why we are looking for the best and the brightest contact center workers to join our team as Technical Support Representative. If you are interested in working at our state-of-the-art designed headquarters in Hoofddorp and being part of a self-directed team, where effort is measured in quality, not quantity, then we want to meet you. As a Plantronics Technical Support Representative you will contribute to a dedicated tradition of creativity and excellence. You can help shape technology’s future. What You’ll Do (the Role) You are the voice of Plantronics, the first point of human contact. When it comes to our products and services we acknowledge this in every customer interaction. As the Technical Support Representative you will handle the questions and concerns of customers effectively and efficiently until they are fully satisfied and the required solutions are provided, whatever they may be. Your Day You will answer customer questions about products via the ‘hot line’ telephone or the Internet for your respective region and, depending on the language skills of customers, in other regions. You will also analyze problems or issues related to non-functioning electro/mechanical equipment or software applications to identify the problem area(s) and guide the customer through how to correct the problem. You will also maintain a log of problems so that recurring ones can be sent along to product development to improve our product. In addition, you also will be able to identify and generate sales leads with customers where appropriate. Main Responsibilities Discuss with customers (internal and external) the technical aspects of product installation, operation and maintenance relative to sales and/or warranty considerations. Diplomatically handle telephone calls to deal with those, which cannot be handled upon first contact and have escalated and follow-up appropriately. Handle written customer communications in the form of email and web-chat in support of pre-sale and post-sale customer inquiries. Obtain accurate customer details and amend contact-handling system if applicable. Identify sales leads from these contacts. May, in the future, handle customer video chat interactions in support of pre-sale and post-sale customer inquiries. Gives interface matrix-listed compatibility information to customers about company-released products. Assists in preparation of customer service statistics. Check status of warranty replacements per customer request. Follow up on customer satisfaction survey. Provide excellent customer management, which includes excellent communications, responsive follow through and advocacy for customer issues within internal departments. The Challenge You will work on solving problems of moderate scope where analysis of situations or data requires a review of a variety of factors. You will exercise judgment within defined procedures and practices to determine appropriate action. Direction We value your ability to work independently and fully expect you to do so. For routine work you will receive general instructions and detailed instructions on new projects or assignments. What does Plantronics offer you? You have the opportunity to work in one of the world’s leading companies to deliver communication solutions with the most innovative design and technology. We provide a top-level, technical development and career advancement program. You will work smarter with the most advanced technology. When appropriate, and after on boarding, our flex work policy allows for you to partly work from home as long as you meet your targets. Plantronics’ international environment will provide you with the invaluable opportunity to interculturally learn and grow. What are we looking for from you? Native language Russian or German and/fluent in the other language, fluent in English. Additional languages are beneficial. A minimum of 1-2 years of related experience. Good knowledge about Windows & Mac environments and applications. Experience in a technical support position would be beneficial. Experience with Customer Relationship Management (CRM) systems. Additional technical certification is an advantage. You can confidently: Problem solve and troubleshoot. Understand operating systems. Review and conduct technical articles. Process and retain large amounts of information. Focus on the customer. Self-motivate and independently manage your own time, goals and objectives. Be a team worker, and contribute to team goals Demonstrate a strong commercial affinity. Display excellent communication skills and the ability to build and maintain internal and external relationships. Show the ability to work and perform under pressure. Applications Plantronics is an equal opportunity employer and supports workforce diversity. Please note that only short-listed candidates will be contacted. All applications will be considered under the terms and conditions registered in the application process. All applications may be subject to criminal background check and employment / education verification. Please note that we will not respond to unsolicited services from recruitment agencies.