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Customer Support Specialist- Denmark

Main responsibilities

The Customer Support Specialist is responsible for providing customer support for computer hardware, software and peripherals to the customer’s network and Qmatic's systems. The work is performed in close cooperation with other members of the customer support team, project management, sales and end users   

 Essential Duties

  • Provide client support and technical issue resolution
  • Answer incoming support requests via phone, email, or web portal
  • Diagnose, troubleshoot and resolve hardware/software issues
  • Log all incoming problems and requests, and actions taken to resolve them
  • Articulate and document all customer solved problems into the CRM system
  • Correctly refer unresolved problems to higher level support
  • Analyse problems or inquiries, assign appropriate severity levels and follow through on resolution in accordance with service level agreements and business priorities
  • Provide follow-up status to client end-users in accordance with specified support policies and procedures.
  • Follow up with customers to ensure problem is completely resolved
  • Ensure “internal failures” are recorded, improvements identified and feed back to the relevant departments
  • Adhere to escalation procedures, issue documentation and customer data submission
  • Encourage process improvement and support its implementation
  • Provide basic end-user training to customers in the use of system as related to their solution
  • Promote service agreements to customers without existing agreement
  • Configure software and hardware for new and existing clients
  • Send defective articles back to supplier.
  • Testing of repaired articles
  • Take part in Customer Support forums and other relevant meetings.
  • Provide support onsite when support case is complex or when client needs Qmatic’s assistance

Responsibilities

  • Secure the Customer Support Service Levels and proactively engage with colleagues when service levels are not being reach.
  • Escalate to higher support or management if this is needed for the support case
  • Provide high quality of support and communication to all our clients.
  • Increase personal knowledge of client business and technical environment with the goal of increasing first-call resolution rates
  • Improve knowledge of, and ability to operate all client support tools and technologies

Qualifications/Skills

  •   Relevant education in IT/computer technology
  •   2-4 years of experience from a help desk/customer support function
  •   Good PC/network troubleshooting skills
  •   Thorough knowledge of Window based software components
  •   Good understanding of Microsoft SQL Server or Oracle
  •   Ability to learn the technical knowledge of the Qmatic solutions
  •   Knowledge to work with application issues and detailed problem solving
  •   Service minded approach with a high level of professionalism to deliver great  customer experience and contribute to business opportunities
  •   Ability to work under pressure to meet Service Level Agreements

Communication and Customer Service

  • Ability to speak multiple languages- Danish, English, Norwegian and Swedish preferred
  • Ability to work effectively as a team member
  • Pleasant, professional, and courteous personality
  • Excellent verbal and written communication skills
  • Strong administrative skills: organized, efficient, and versatile
  • Strong customer service approach to dealing with people at all levels within the client environment

Problem Solving

  • Ability to diffuse volatile situations when distressed or irate customers call for support
  • Analyse and break down the incident using previous experience and knowledge to reach the root cause of the problem
  • Use initiative to find ways of solving incidents. Clear and logical thought processes are required to identify causes of an incident
  • Ability to listen to a caller explain the incident, determine the probable cause, and logically take the caller through a step-by-step problem determination procedure, using telephone support
  • Ability to categorize an incident correctly for call tracking and logging purposes

Work Environment

This position is performed in a traditional office environment at our Copenhagen location,  and occasionally at client sites

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email
@qmatic.com
  • Arie van der Plas
  • Magnus Dahlbäck
  • Martin Hallberg
  • Per Grapatin
  • Peter Lundqvist
  • Petter Backman
  • Robert Olsson
  • Stefan Persson
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