Customer Support

Our client is an IT automotive company that delivers a comprehensive digital customer experience through integrated IT solutions for CRM, DMS, and other digital services tailored for both automotive dealerships and manufacturers (OEMs).
Their platform provides a secure, centralized way for clients to access various applications and seamlessly integrate digital solutions with existing systems used by automotive dealers and OEMs. The solution follows the customer through their purchasing cycle—from vehicle purchase to servicing—while all communication and data architecture is powered by cloud computing within the Azure environment.

YOUR RESPONSIBILITIES:

• Prepare and follow up on customer requests to support in compliance with management rules: by phone, email or any other channel (Web, chat …)
• Accompany customers in the daily use of their applications, answer common software usage questions
• Direct the customer to the right contact person if the request is not within the scope of support (Level 2 Support – according to defined procedures, with accurate customer request done)
• Detect customer issues on application software for which the customer has a support contract
• Detect emergencies and risks, proactively alert a manager/supervisor in case of potential dissatisfaction, ensure the proper management of reported problems
• Trace, in a clear and precise way, customer requests and their processing in the internal tool used, respecting the procedures (qualification, ticket count, etc.)
• Participate in the enrichment of the KnowledgeBase of Support
• Prescribe the service offer that meets the customer’s request when it is outside the scope of the Support
• Daily communication with Level 2 agents, on-site consultants, infrastructure and sales department (transmission of customer, commercial requests and alerts, coordinated follow-up of new customers, communication of bugs / malfunctions encountered)

REQUIREMENTS AND SKILLS:

• 2 – 7 years of experience
• Excellent spoken and written communication skills in German
• At least intermediate knowledge of English
• Fluency in French or Italian is considered as a plus
• Fast learning and analytical skills
• Autonomy, initiative, responsiveness
• Agility and adaptability
• Ability to establish and/or maintain excellent customer relationships

SKILLS EXPECTED AFTER TRAINING:

• Very good knowledge of the global product, service offer, group and software
• Knowledge of client configurations
• Hardware, System and Network Basics

For more details contact:
bozen@primeresourcers.com
Or call Luka on:
+385 95 3527 436