Remote Technical Customer Support - Audio Equipment (German language)

Location: Barcelona - Selva de Mar
Languages: German (Native), English (B2)

Schedule: Monday to Friday, 9:00 AM to 6:00 PM

Base Salary/Year: 18,776 EUR
Benefits/Year: 1,920+ EUR
Relocation: Up to 500 EUR for flight + assistance in finding accommodation

Summary:

As a Technical Customer Support Specialist, you will be responsible for handling incoming user requests (B2C) related to audio equipment. This role involves resolving technical issues, providing exceptional customer service, and ensuring all inquiries are handled within established service level agreements (SLAs).

Responsibilities:

• Handle User Requests: Respond to customer inquiries via telephone and email, logging details into our case management system and providing timely resolutions.
• Technical Expertise: Utilize advanced technical knowledge in Signal Path Connectivity, Wireless Networking, Live Music, and Audiovisual products to troubleshoot and resolve customer issues.
• Product Specific Support: Address requests related to specific products and applications such as Soundtouch & Bose Music.
• SLA Compliance: Ensure all service requests are progressed and closed within agreed SLAs. Proactively update customers on status and resolution progress.
• Queue Management: Monitor and manage open queries in the support queue, escalating issues as necessary to ensure prompt resolution.
• Process Improvement: Identify opportunities to enhance service delivery processes and contribute to their implementation.
• Customer Satisfaction: Maintain a high level of customer satisfaction through effective communication, problem-solving, and professionalism.
• Security Compliance: Adhere to company security policies and procedures in all aspects of work.

Requirements:

• Language Skills: Fluent in German (native level) and English (B2 level).
• Technical Proficiency: Strong IT skills in Windows and Mac environments. Experience with Signal Path Connectivity, Wireless Networking, and Audiovisual products is highly desirable.
• Customer Care: Minimum 1 year of experience in a customer service role, preferably within technical support.
• Communication: Excellent verbal and written communication skills, with a focus on delivering clear and concise explanations to non-technical users.
• Teamwork and Flexibility: Ability to work effectively both independently and as part of a team. Flexibility to adapt to changing priorities and customer needs.
• Service Orientation: Passionate about delivering exceptional customer service and maintaining high standards of customer care.
• Problem Solving: Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues.
• Stress Management: Ability to remain calm under pressure and effectively manage stress in a fast-paced environment.

Additional Information:

• Work Environment: Remote work options available.
• Project: Support for a leading technology company's audio equipment division.

If you are passionate about audio technology and possess the skills required to deliver outstanding technical support, we encourage you to apply. Join our team in Barcelona and be part of a dynamic environment where your expertise and dedication make a difference. Apply now!