Technical Support Representative II

This is a fully remote position, open to applicants in Romania.

📋 Description

• Deliver high-level technical support to customers facing issues with their products or services while ensuring exceptional customer service.

• Diagnose and resolve complex technical problems, providing prompt and effective solutions to customers.

• Clearly and concisely convey technical solutions to customers who may not have a technical background.

• Refer intricate issues to senior team members as required.

• Record customer interactions and technical challenges in a customer relationship management (CRM) system.

• Offer insights on product enhancements and improvements based on customer input and technical problems encountered.

• Continuously enhance knowledge of products, services, and processes by engaging in training programs and ongoing learning opportunities.

• Work collaboratively with other departments as necessary to address customer concerns.

• Maintain a positive, empathetic, and professional demeanor toward customers and team members at all times.

• Comply with company policies and procedures.

• Achieve or surpass performance goals related to key performance indicators (KPIs).

⛳️ Requirements

• At least 1-2 years of experience in technical support or a similar role, ideally within a call center setting.

• Excellent communication skills, both verbal and written.

• Advanced knowledge in technical troubleshooting for hardware, software, and/or systems.

• Proficient in utilizing computer applications and software.

• Familiarity with battery/solar systems is preferred but not essential.

• Experience with tools such as Genesis, Hubspot, and CRMs is preferred but not mandatory.

🏝️ Benefits

• 21 Days Annual Leave.

• Medical Coverage.

• Remote Work Allowance (400 lei/month).

• Meal Tickets (40 lei/working day).

• Performance Bonus.