Job Details
**Customer Support Specialist-Bilingual**
Client Success-Support Duluth, Georgia Minimum Experience **Mid-level** The Customer Support Specialist is responsible for providing customer support for computer hardware, software and peripherals to the customers network and Qmatic system. The work is performed in close cooperation with other members of the customer support team, project management, sales and end users . Essential Duties * Provide client support and technical issue resolution
* Answer incoming support requests via phone, email, or web portal
* Diagnose, troubleshoot and resolve hardware/software issues
* Log all incoming problems and requests and actions taken to resolve them
* Articulate and document all customer solved problems into the CRM system
* Correctly refer unresolved problems to higher level support
* Analyse problems or inquiries, assign appropriate severity levels and follow through on resolution in accordance with service level agreements and business priorities
* Provide follow-up status to client end-users in accordance with specified support policies and procedures.
* Follow up with customers to ensure problem is completely resolved
* Ensure internal failures are recorded, improvements identified and feed back to the relevant departments
* Adherence to escalation procedures, issue documentation and customer data submission
* Encourage process improvement and support their implementation
* Provide basic end user training to customers in the use of system as related to their solution
* Promote service agreements to customers without existing agreement
* Configure software and hardware for new and existing clients.
* Send defective articles back to supplier.
* Testing of repaired articles
* Take part in Customer support forums and other relevant meetings.
* Provide support onsite when support case is complex or when client needs Qmatics assistance
Summary
Responsibilities
* Provide basic end-user training to customers in the use of system as related to their solution
* Promote service agreements to customers without existing agreement
* Secure the Customer Support Service Levels and pro-active engage with colleagues when service levels are not being reached
* Escalate to higher support or management if this is needed for the support case.
* Provide high quality of support and communication to all our clients.
* Increase personal knowledge of client business and technical environment with the goal of increasing first-call resolution rates
* Improve knowledge of, and ability to operate all client support tools and technologies
Qualifications/Skills
* Relevant education in IT/Computer Technology
* 2-4 years of experience from a help desk/customer support function
* Good PC/network troubleshooting skills
* Thorough knowledge of Window based software components
* Good understanding of Microsoft SQL Server or Oracle
* Ability to learn the technical knowledge of the Qmatic solutions
* Knowledge to work with application issues and detailed problem solving
* Service minded approach with a high level of professionalism to deliver great customer experience and contribute to business opportunities
* Ability to work under pressure to meet Service Level Agreements
Communication and Customer Service
* Ability to speak multiple languages- English, Spanish are mandatory
* Ability to work effectively as a team member
* Pleasant, professional, and courteous personality
* Excellent verbal and written communication skills
* Strong administrative skills: organized, efficient, and versatile
* Strong customer service approach to dealing with people at all levels within the client environment
* Ability to diffuse volatile situations when distressed or irate customers call for support
Problem Solving
* Analyse and break down the incident using previous experience and knowledge to reach the root cause of the problem
* Use initiative to find ways of solving incidents. Clear and logical thought processes are required to identify causes of an incident
* Able to listen to a caller explain the incident, determine the probable cause, and logically take the caller through a step-by-step problem determination procedure, using telephone support
* Able to categorize an incident correctly for call tracking and logging purposes
Work Environment
This position is performed in a traditional office environment and occasionally at the client location
**OTHER DUTIES**
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
*About Qmatic*
*Qmatic is the global leader in Customer Journey Management, enabling 2 billion yearly customer journeys in over 120 countries. More than 30 years of innovation has given Qmatic the technical advantage to create valuable customer experiences by connecting people to services. We simplify contacts, reduce friction, and save time and money for our customers in retail, finance, health services and public sector. Today and in the future.*
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Location Duluth, Georgia Minimum Experience Mid-level