Senior Technical Support Specialist, Europe
1 week ago
Job type: Full-time
Hiring from: Europe
Category: Customer Support
Working at the intersection of hardware, software and molecular science, we are committed to enabling digital manufacturing. Our company is built on the idea that diverse fields of study must come together to solve intractable problems. We have grand ambitions to create technology that will influence industry around the world. You will be joining a diverse team with a vibrant culture, where team success is as important as celebrating individual contributions. Help us change the world and we will help you change yours.
The Customer Success and Service team works to ensure that customers love and can count on us and our products. We are held accountable to ensure customers are successful and their experience with Carbon is positive. Technical Support Specialists are the front-line contact for our customers, helping them through their issues and questions and escalating as needed. Tech Support Specialists will be expected to listen carefully, document thoroughly, escalate appropriately, and respond quickly to customer needs across a broad spectrum of industries. Carbon is a dynamic work environment, and Tech Support Specialists will need to be flexible and adapt to dynamic business with ever changing needs and priorities.
Role will be covering Europe and candidates must speak English, German and French fluently.
Provide first level technical assistance and support for incoming questions and issues
Answer the Tech Support phone line when customers call for help
Diligently respond to emails to the support email, in addition to reaching out based on proactive service triggers
Walk customers through troubleshooting process
Research questions using available information resources
Properly escalate unresolved issues to the next level of Carbon support
Follow up with customers, provide feedback and see problems through to resolution
Utilize excellent customer service skills and exceed customers’ expectations
Ensure proper recording, documentation and closure of all incidents
Recommend procedure modifications or improvements
Notice and inform management of trends or recurring problems
Continually grow your knowledge of tech support desk procedures, products and services
Excellent customer-facing/interpersonal skills
Advanced troubleshooting and multi-tasking skills
Proven working experience in providing tech support desk support
Proven ability to manage multiple incidents at a time while paying strict attention to detail
Strong organizational skills
Excellent verbal and written communications skills, including over the phone
Excellent listening skills
Ability to be flexible with a dynamic, growing company
Ability to quickly and effectively understand CLIP technology
Fluent in English, German and French
7-10 years technical service role
Please mention that you come from Remotive when applying for this job.
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