Our client's vision represents their ambitions and the opportunities they face as a team on a daily basis, and together, they are creating the audio world of tomorrow. The foundation for this is their history, their culture of innovation, and their passion for excellence. Founded in Germany in 1945, our client has been shaping the global audio industry with revolutionary technological discoveries for over 70 years. Their inspired innovations, intellectual curiosity, and passion for what they do ensure that their products and services are enjoyed wherever people play, work, or listen to audio. Today, they employ more than 2,700 people worldwide and are one of the world's leading manufacturers of microphones, headphones, and wireless transmission systems.
We are now looking for candidates for the position of Global Support Specialist.
what we offer- a great multinational and multicultural environment, the new GSC
- diverse tasks and independent work
- competitive salary with an attractive benefits package
- contract of employment
- a modern and varied work environment in a family German company
- personal and professional development opportunities
- the option of flexible/ mobile work for a good work-life balance
- provide 2nd and limited 3rd level support to End User support teams and escalate higher-level requests to the product management and TAE community
- analyze complaint traffic and common repair faults for reporting to product management and supply chain as part of the ISO 9001 quality program
- work with regional customer service managers and teams to determine customer needs
- work with BU leaders to understand new service requests
- design and document solutions for customer and BU needs and manage their implementation
- report customer service KPI & SLA and work with customer service managers to improve performance where required
- edit entries into the FAQ and How to Guides
This position will cover four areas of accountability, end-user tools support & development, being a conduit to the rest of the organization for higher-level product support, operationalizing BU support strategies & developing the support function, and governance. Each team member will focus on one or two, but not all of these areas. You will be responsible for providing direction on your area of expertise and ensuring best practices.
what we expect- professional experience in working in similar job positions
- solid and proven Project Management Skills
- technical knowledge, IT competency (ability to run and analyze reports, sales/service portals, FAQ/Ticket Systems/Interactive How-To Guides, UCC Phone system, other tools such as live chat/chatbots / RMA / etc.)
- able to act as the interface between Business and IT colleagues (for systems like ERP, CRM, etc.)
- be familiar with system interfaces (e.g. EDI, API) and be confident enough to speak with developers to help define new processes
- very good English, both written and verbal, German is nice to have
- highly experienced and understanding of all relevant systems and processes
- comfortable providing direct feedback
- operational, and technical skills, with an ability to rapidly adapt and respond to changes in environment and priorities
- flexible and adaptable to changes, new tasks, and various customer approaches
- experience effectively working across cultures, countries, and site locations with an ability to build consensus and support from stakeholders
- analytical and problem-solving skills including excellent reasoning ability, a demonstrated ability to assess and solve issues in a fast-paced environment
- essential teamwork skills and excellent interpersonal skills
Employment agency entry number 47
this job offer is intended for people over 18 years of age
...