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Customer Support Agent (m/w) in Berlin at Westcon-Comstor

Date Posted: 8/21/2017

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Berlin
  • Job Type:
    IT
  • Experience:
    Not Specified
  • Date Posted:
    8/21/2017

Job Description



Westcon-Comstor is a value-added technology distributor of category-leading solutions in Security, Collaboration, Networking and Data Center. We are transforming the technology supply chain through our global capabilities in Cloud, Global Deployment and Services. Through a unique physical and digital distribution network, we extend our partners' global reach while providing the local expertise needed to successfully navigate worldwide opportunities. We combine expert technical and market knowledge with industry-leading partner enablement programs. Collaborating with our partners in a unique engagement model, we strive to provide an exceptional partner experience by delivering results together.

We are looking for a/an

Customer Support Agent (f/m)

Place: Berlin / Germany

Your tasks:

* Telephone & Email 1st line support of all customer reported cases
* Full lifecycle case ownership & management using industry leading tools & applications
* Focus on providing a timely restoration of service for all reported cases
* Escalation of reported cases with customers, partners, vendors and internal departments
* Coordination & communication with all relevant parties (sales teams, vendors, customers & partners)
* Compliance & active contribution to improve existing procedures & working practices
* Setting up and maintaining documentation (e.g. operational processes and customer contracts)
* Representing Westcon Services as an ambassador in a professional & positive manner
* Reporting to Support Management

Our requirements:

* Excellent written & spoken English skills ideally with a good understanding of different cultures (Multilanguage skills are a plus)
* Strong customer service background, ideally with service desk or direct customer experience
* IT knowledge and the ability to use application based tools
* Ability to cope with pressure, tackle problems and multitask
* Independent, well-structured working method, ability to take the initiative
* Excellent organisational & communication skills
* Capability for working as a teamplayer in an international environment
* Willingness to be trained across different support services
* Availability to work shifts as a part of a 24 hour Support Team
* Proactive in all aspects of carrying out the role
* Basic Cisco knowledge & high interest in Networking (desirable but not essential)
* Eagerness to broaden technical knowledge in Cisco or other Network vendors
* A background & understanding of ITIL principles (desirable but not essential)

We offer:

We'll ensure you have the tools to prove your abilities and be the best you can be. We offer growth opportunity provided by trainings and certification programs to develop yourself within our company. Located in the heart of Berlin you will be enabled to work in modern open office environment within a dynamic and cooperative team. As a plus you will receive complementary beverages in an atmospheric working place.

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