Retail Service Desk Agent - German Speaker

Location: Bucharest, Romania   
 

 

The Opportunity

Act as single point of contact (telephone, E-Mail, etc.) while providing support services to Goodyear contractors franchise dealers after service activation (rollout of GRIPS).

Provide first level support on daily issues in using GRIPS and connected systems. Document the issue, what you have tried and the solution. If no solution can be found, escalate to second level support. Make sure customer comes first and customer satisfaction is key.

Follow-up on customer issues and requests as also regular contact with the customer to ensure transparency and work progress until solution using internal and external parties as pre-defined in the process. Using of remote access tools as also live support systems to identify customer request/issue and guarantee efficient problem solution.                                                                                         

Outbound Calls to execute change manage actives to drive central change (e.g. setup in the systems, best practices, online trainings) according to requirements from central operation of EMEA Retail IT.  

Action calls to Support rollout actives for new dealers, by performing IT Setup audit remotely (software and hardware check, speed test, checklists)                                                                  

Test new functionalities as part of minor upgrade or as part of a yearly full release should be tested for the supported countries/languages. Document testing and drive bug fixing process (development ticket creation, follow-up and confirm solution).

Principle Duties And Responsibilities
 

• Ensure customer satisfaction and provide solutions: Receive, log, categorize, prioritize, diagnose and resolve customer issues / requests via email, phone or other defined communication channels.(first and second level support)
• Follow standard Service Desk operating procedures and accurately log all Service Desk tickets using the defined tracking software. Document resolutions / workarounds in documentation database
• Redirect issues / requests that cannot be resolved by the customer support team to the appropriate resolver groups
• Follow-up with resolver groups to ensure resolution within service level agreements.
• Ensure accurate documentation of all requests, issues, workarounds, working instructions and documentation database    
• Conduct outbound calls on request by Central Retail Operations
• Call necessary dealers and perform tasks according to the guidelines
• Document, resolve and channel back to requestor      
• Test new bugfixes, minor enhancements and full releases, according to guidelines
• Document results of the testing and create, if necessary, follow-up tasks for developers

 

To Join Our Team You Will Need
 

• Bachelor's degree in Business/Economics, Computer science, Engineering or related subject
• 1-3 years’ experience in customer support services including experience of systems, support, diagnostic and resolution                                                                                 <