Czech Speaking Technical Support

Lisbon, Portugal

Gross Monthly Salary €1351 + free room in shared accommodation OR

Gross Monthly Salary €1467 with no accommodation

Job Overview

Delivering exceptional technical support to Enterprise customers requires a blend of strong problem-solving skills and excellent communication. Here are a few key aspects that could help you excel in this position:

• Technical Expertise: Continuously deepen your understanding of the products and services you support. Stay updated on the latest features, common issues, and best practices.
• Problem-Solving Skills: Develop a systematic approach to troubleshooting. Break down issues into manageable parts, and don't hesitate to ask for help from colleagues or subject matter experts when needed.
• Effective Communication: Clearly articulate technical concepts to customers, ensuring they understand the solutions being provided. Listening is equally important—understand their concerns fully before proposing solutions.
• Collaboration: Build strong relationships with your teammates and other departments, like Engineering and Product Groups. Effective collaboration can expedite issue resolution.
• Customer-Centric Approach: Always keep the customer's needs in mind. Strive to resolve issues quickly and effectively while providing a positive experience.
• Mentorship and Learning: Take advantage of mentorship opportunities. Learning from peers can enhance your skills and broaden your knowledge base.
• Specialization: If you have an interest in a specific area, pursue it. Specializing can make you a valuable resource for both customers and your team.

By balancing these elements, you can ensure you deliver the exceptional support that your Enterprise customers expect.

Responsibilities

Here are some strategies to help you effectively manage these tasks:

• Ownership of Cases: Start each day by reviewing your open cases. Prioritize them based on urgency and complexity, ensuring you're on top of new escalations right away.
• Customer Engagement: Build rapport with Enterprise customers and partners. Use active listening techniques to clarify their issues and ensure they feel valued throughout the support process.
• Issue Definition: Use structured questioning to gather relevant information. This will help you define the scope of the problem and set clear support boundaries, making your investigations more efficient.
• Research and Collaboration: When investigating issues, leverage internal resources, knowledge bases, and collaboration tools. Don't hesitate to reach out to other teams for insights or alternative solutions.
• Effective Handoffs: If you need to transfer a case, ensure that the handoff is smooth. Provide the next engineer with comprehensive notes and context so they can pick up where you left off.
• Escalation Protocols: Be proactive about escalating issues to management when necessary. Clearly communicate the impact of the issue to the customer and assure them that you're advocating for a timely resolution.
• Cross-Team Collaboration: Regularly engage with management and engineering teams to stay informed about ongoing service issues, bug fixes, and product updates. This will help you provide accurate information to customers.
• Adhering to SLAs: Keep track of your response and resolution times to ensure compliance with SLAs. Communicate timelines to customers and set realistic expectations based on your workload.
• Documentation: Maintain detailed records of all interactions, troubleshooting steps, and solutions. This will help create a knowledge base for future reference and improve team efficiency.
• Proactive Approach: Monit