Job Summary
As a Technical Support Consultant, you provide support and account management to a growing European client based of which many are large corporations and house hold names. The role is part of the CPA Global Professional Services organization and involves fostering a high customer satisfaction and to ensure customers derive full value from our Key software offerings, , in particular Memotech, our flagship product for large corporations.
This is through the successful execution of day‐to‐day support. The role requires solid technical, analytical and customer relationship skills. They must also be able to consult and lead customers through difficult technical situations. We are looking for candidates that are truly passionate about teamwork and servicing our users on a daily basis.
Principal Duties and Accountabilities
- Triage of all incidents logged, determining the priority levels of all calls.
- Resolving incidents in accordance with the Service Level Agreements
- Building customer relationships via phone, email, and other channels
- Foster internal relationship with the other support teams, CPA Global Professional Services, Sales, and other groups to help drive company goals.
- Develop a full understanding of service capabilities,
- Contribute to the development of services best practices (in particular around technical aspects)
- Additional tasks as defined by management
Key Skills and Experience
- Good general technical knowledge, especially around Oracle and Web environments
- High energy, positive attitude, with the ability to think creatively on their feet and
handle multiple priorities
- Bachelor’s degree or equivalent work experience and certifications
- Experience in providing technical support and/or services to customers
- Highly effective in working with customers via phone and email
- Highly proficient with common software applications including MS Office Suite, web browser functionality, CRM applications (Salesforce a plus), etc.
- Analytical thinker, technically proficient, and able to learn new tools and software quickly
- Strong presentation and communication skills; ability to organize and present technical
material in an easily understood manner both verbally and written
- Intellectual Property (IP) knowledge a plus
- Written and conversational English.
- Ability to work US shifts, 3pm-11pm CET
