Role Title : Engineer, Customer service- German

Function : Customer Service

Reports To : Engineer, Customer Service -Supervisor or Manage

Location : Bangalore

- Mission (Why does this role exist?) and Scope (About the Job)

- To give our customer the best experience and quick resolution. You will be responsible for professional and timely resolution or referral of technical issues that may involve hardware, software, communications, installation, or a blend of variables.

- Key Responsibilities and Outcomes (What the Person needs to accomplish in the role ?)

- Answering inbound Emails/Chats/Phone calls to the Customer Support queue during assigned hours.

- Conducting remote troubleshooting of Company's products.

- Troubleshooting, approving, and executing warranty claims.

- Providing pre-sales information about Company's products.

- Assisting with the activation of new Company's sites as needed.

- Documenting all activity in a central CRM/Help Desk software platform.

- Coordinating with Company Engineering with tracking of field-issues, and subsequent product-modifications, logging product bugs in a central database. Assisting other team members with troubleshooting and/or administrative tasks as needed.

- Participating in ongoing training/education of industry standards and Company's product-specific information.

- Assist other team members with troubleshooting and/or administrative tasks as needed.

- Following departmental conventions and procedures.

- Professionally represent Company via all communications mediums.

- Abiding by all company policies and standards of conduct contained in the Company's employee-manual.

- Performing other duties as assigned.

- Support operational hours (India team) are : 6:30 am - 11:00 pm, Sun to Sat. Start and finish times for team members are adjusted to cover non-stop customer support across 7 days. The candidate must be open to working on weekends.

Qualifications : Education, Competencies (Knowledge, Skills & Behaviour) and Experience

Should be a Graduate : B.E/B.Tech

- Interpersonal skills and proven ability to build rapport and establish/keep working relationships with customers, peers, and managers.

- Experience working in a fast-paced technical support or customer service position.

- Strong verbal and written communications skills.

- Proficient in German atleast B1 and B2 level certified

- Computer literate (PC skills essential, Mac OS desirable)

- General understanding of electrical concepts, AC & DC circuits, electrical or electronics background would be highly desirable.

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