Technical Support Specialist (German Advanced)

TELUS International Europe is growing its German and English speaking Customer Support team! Become a part of a global Business Process Outsourcing (BPO) company that has overteam members around the world, including in Bulgaria, Romania, the United Kingdom, Canada, the United States, Central America and the Philippines.

We are seeking an awesome Customer Experience Ambassador to provide exceptional in-App support to our user community. Working with a top-notch team, you’ll be at the forefront of creating amazing customer experiences for a technology organization innovating in the urban micro-mobility space.
We are a rapidly growing electric scooter-share company, dedicated to providing alternative, last-mile transportation options to people living in high traffic urban areas. Our culture is focused on inclusion and sustainability, with a particular focus on entrepreneurial drive.

Fluent in German

English (min. B2)

Understanding and interest in consumer based electronics;

Excellent verbal and written communications skills, you will also have excellent attention to detail;

Proven resolution, logical troubleshooting, customer service and customer satisfaction skills;

Excellent listening, probing and de-escalation skills;

Ability to learn quickly and be passionate about learning new concepts, technology and processes;

Possess strong analytical skills with excellent communication, literacy & interpersonal skills;

Have the ability to handle multiple tasks and prioritise on an on-going basis;

Available to work a variety of shifts including some weekends;

Strong ability to understand technical issues in an environment involving products platforms and smartphone apps;

Passionate about delivering exceptional customer service;

Focused on meeting/exceeding targets;

An excellent time manager with the skills and ability to prioritise workloads;

Self-motivated with a high level of initiative and attention to detail;

A team player with excellent interpersonal skills;

Experience using WiFi enabled devices and products would be a plus;

Strong problem solving / resolution skills.

Role Description:

This is a fantastic and challenging opportunity to work with and support the leaders in the health technology revolution. If you are passionate about innovation and leading-edge products that can have an impact on the environment and how we live our lives, then this is for you!

We are always looking for new and exciting talent to join our teams. As a Technical Support Specialist, you are a motivated and enthusiastic individual with a passion for technology. A problem solver, you are looking for a challenge in a dynamic work environment.

As part of your role, you will answer inbound calls and emails from customers in an efficient and timely manner. You will troubleshoot quickly and efficiently, providing information and solutions to customers and do so with the highest standards of professional customer service.

Responsibilities:

Resolving complex hardware and software issues via email/phone and social media based support;

Testing beta releases of firmware and software and provide feedback for improvement;

Working with internal systems you will document each call via a client ticket system;

Improving the way we work through new processes, tools, communication and organization;

Maintain and support quality and statistical standards at all times;

Working as part of a team, you will work to both individual and group targets;

Provide excellent customer technical support, you will strive for first call resolution with each case;

Becoming an expert of the client products, tools and processes.