Customer Care Advisor (German Speaking)
PL-Warszawa
Hyland Software
Req #: 12371
Type: Regular Full Time
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Overview: Job Description * The Customer Care Advocate 1 acts as an advocate for the company s customers and partners within the support function and across all other departments. Responsibilities * Assist with ensuring a high level of customer satisfaction through issue engagement follow-up escalation and resolution by channeling requests to the appropriate resources in a timely fashion * Maintain management awareness of high-impact customer and partner issues and communicate needs as appropriate for additional consideration and attention * Document all customer and partner interactions in the case management system according to department guidelines. * Gain understanding of the company roles and responsibilities of the teams customer care interacts with and applicable processes and procedures; apply this knowledge to resolution of customer care engagements. * Assist with the coordination of technical and non-technical resources across departments to develop issues resolution action plans to the benefit of customers and partners * Act as customers and partners primary point of contact for escalation of acute support delivery experience concerns * Maintain regular clear and professional written and verbal communication with customers partners and internal stakeholders on assigned engagements adapting written and verbal communication style to suit different audiences. * Participate in recurring meetings to address acute support experience events. * Facilitate new customer introductions to support\customer success following guidelines processes and procedures established * Assist in the creation and facilitation of calling campaigns and various projects as needed Minimum Qualifications * College degree preferred (B.S. B.A. Associate's degree in Business Administration or Computer Science) or equivalent work experience; * A minimum of 2 years experience in an administrative or customer service role preferably for a support organization * Able to learn technology particularly as it relates to identifying customers' business processes * Professional clear written and verbal communication skills * Motivated to help others * Able to thrive in a fast paced environment * Highly organized and experienced at successfully multi-tasking and prioritizing while remaining detail oriented * Demonstrated ability to use sound judgment and appropriately escalate issues for guidance * Collaborative skills applied successfully within team as well as with other areas * Demonstrated critical thinking and problem solving skills * Understanding of technology particularly as it relates to its use in various industries and business processes * Work varying shifts to address customer and partner needs within their business hours both domestic and international on an as needed basis * May require up to 10% travel. Responsibilities: * Assist with ensuring a high level of customer satisfaction by driving quality through issue engagement, follow-up, escalation and resolution by channeling requests to the appropriate resources in a timely fashion * Maintain management awareness of high-impact customer and partner issues and communicate needs as appropriate for additional consideration and attention * Document all customer and partner interactions in the case management system according to department guidelines. * Gain understanding of customer solution environments * Assist with the coordination of technical and non-technical resources within technical support and across departments to develop issues resolution action plans to the benefit of customers and partners * Act as customers and partners primary point of contact for escalation of acute support delivery experience concerns * Maintain regular communication with assigned customers and partners. * Participate in short term runs of recurring meetings to address acute support experience events, and participate in customer and partner on-site visits as needed to address acute support delivery experience concerns * Facilitate new customer introductions to support\customer success, following guidelines, processes and procedures established * Assist in the creation and facilitation of calling campaigns Qualifications: * College degree preferred (B.S., B.A., Associate's degree in Business Administration or Computer Science), or equivalent work experience; * A minimum of 2 years experience in an administrative or customer service role, preferably for a support organization * Able to learn technology, particularly as it relates to identifying customers' business processes * Professional written and verbal communication skills * Motivated to help others * Able to thrive in a fast paced environment * Highly organized and experienced at successfully multi-tasking and prioritizing while remaining detail oriented * Demonstrated ability to use sound judgment and appropriately escalate issues for guidance * Collaborative skills, applied successfully within team as well as with other areas * Demonstrated critical thinking and problem solving skills * Written and verbal communication skills * Understanding of technology, particularly as it relates to its use in various industries and business processes * Work varying shifts to address customer and partner needs within their business hours, both domestic and international, on an as needed basis * May require up to 25% travel.
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