Position: Customer Support Representative

Location: Budapest, Hungary

Work model: on-site

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Take full ownership of customer issues from initial contact through to resolution, effectively managing and prioritizing multiple cases simultaneously to ensure timely and thorough support
• Apply your strong understanding and aptitude for consumer electronics products and their interactions, including software installation and connectivity with computers, to diagnose and resolve complex technical inquiries
• Actively test products, escalate new information to the client for inclusion in the official knowledge base, and suggest or manage updates to existing articles following detailed procedures, ensuring content is validated and accurate
• Utilize your strong verbal skills to effectively handle challenging and upset customers, qualifying issues, clarifying matters, and diffusing potential high-level complaints and sensitive situations with professionalism
• Clearly and concisely feed back information to colleagues and adapt complex technical details (like connectivity and tuning) for easy understanding by customers, ensuring clarity and comprehension
• Efficiently navigate and utilize various internal systems to identify answers, troubleshoot issues, and relay accurate information to customers, ensuring a seamless support experience
• Consistently apply a comprehensive set of company policies and procedures, while also knowing when to question, seek advice, adapt understanding, or escalate an issue for appropriate resolution
• Identify opportunities to promote the client’s brand, highlight product features and benefits, and introduce customers to associated services or promotions
• Confirm conversations in writing or email customers when required, maintaining professional and accurate records of interactions.

REQUIREMENTS:

• Native / fluent in Polish both verbal and written. Good command in English (minimum B2 level)
• High school diploma or an equivalent
• A deep understanding and enthusiasm for consumer electronics, with essential knowledge of computers concerning software installation and interaction with consumer products
• The ability to own issues instinctively, assimilate information, use initiative to report relevant findings, and guide customer contact to the most appropriate resolution.
• A strong appreciation for the impact of customer service on company success, with the ability to engage customers, gain their confidence, and converse naturally and sincerely with empathy
• The ability to adapt behaviors as required or directed within a dynamic contact center environment
• Proficient with Windows-based systems and a strong aptitude to quickly adapt to custom-built packages and systems used for live interaction with customers
• High standards of morals and ethics, demonstrating strong team player attributes and excellent personal timekeeping
• A culturally adaptive mindset to understand local customers and how they communicate, with the ability to recognize and adapt your style accordingly.

OFFER:

• Competitive salary and performance-based incentives
• Comprehensive health, dental, and vision insurance
• Opportunities for professional growth and career development within a global technology leader
• Meal allowance
• Relocation support
• A collaborative and supportive team environment
• Generous paid time off and holiday schedule
• Employee discounts
• And many others!!!