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Technical Agent (Bilingual Dutch and English) (m/f)
LOCATION: Zagreb, Croatia
The Technical agent in the support center is responsible to run the client communication via phone or email, entitles the customer for a special service, delivers the problem determination or problem source identification, creates an action plan, keeps the customer updated about problem resolution progress and triggers the appropriate service delivery method (Fix on Phone, Customer Replaceable Unit, Onsite Service).
Responsibilities:
- E-ticket handling
- Routing/escalation to manufacturer if needed
- Sales involvement if needed
- Damage & refund
- Handling client complaints
- Problem determination
- Other client service requests
- Voice or email client update communication
Technical tasks:
- Problem Determination/ Problem Source Identification
- Usage of test equipment & remote tools
- Problem management
- Remote Fix/ CRU involvement
- Depot/Onsite repair involvement
- Committed support services
Qualifications:
- Understanding client needs and priorities
- Good communication skills
- Ability to coordinate multiple tasks
- Good team working skills
- Fluent Dutch in speaking and writing
- Good command of English language
Preferred technical and professional experience:
- Previous client handling/facing experience is preferred
- Previous call center experience is preferred
- IT background / interest in IT area is preferred
Education:
- High School Diploma
- Bachelor's Degree Preffered
Apply on link here: my.gigroup.hr/jobs