German - Customer Support Representative

Ref#: 21669

Function: Technical Support

Location: Ireland, Cork

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OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. #LI-POST

The opportunity:

The Customer Support Representative role is the first point of contact for all OpenText customers. This team has the responsibility of setting the stage for all other areas of customer and technical support, it is the foundation of our support teams providing world class customer service via, phone, email, and web chat.

You are great at:

As a member of the Customer Support department, you will be responsible for call intake, processing emails, creating knowledge base accounts, ticket creation and follow up.

Efficiently answering and following up on all customer inquiries that come in via phone, email and chat

Verification of product support and monitoring customer service portals to triage tickets accordingly

Collaborate with renewals and licensing teams to ensure customers have the most up to date product licensing which include order processing

Working with new customers to ensure all accounts are correctly initiated and required content is available for easy access

Providing highly effective, efficient and professional support to every OpenText customer who is looking for timely and quality resolutions

Utilization of attention to detail while maintaining customer database.

What it takes:

2 -3 years previous experience in a customer facing fast paced environment

Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution

Computer literate with standard business applications, preferably Microsoft Office

Demonstrated ability to communicate in a clear and concise manner both verbally as well as written

Positive attitude, patience, and understanding with the ability to view issues from a customer standpoint

Dedication and commitment to a team environment

Proven experience working in a fluid environment that is ever growing and changing

Ability to multitask, dealing with multiple issues simultaneously

Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge

Ability to work in a global environment that involves evening shifts and statutory holidays on a rotational basis

Bilingual language skills. Proficiency in German and English preferred.

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.

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