Customer Service & Technical Support Specialist Order Management

Job TitleJob Description Education: High School Diploma or equivalent Qualifications/Skills/Experience: 2-year vocational training + up to 1 year of experience needed Basic knowledge and experience of principles, procedures, work routines and skills in the related field of work, gained through a structured and focused two-year vocational training period Conducts technical and/or administrative, mainly pre-defined support activities for service operations and delivery Processes incoming orders, inquiries and/or requests regarding products and/or services Performs order management for assigned customers, manages and files clients' information in the information system Supports customers remotely and on-site, and provides 1st-level user support in case of arising issues Drives complex issues and questions to the respective qualified Service Technicians or Service Engineers Cooperates with clients and sales representatives to clarify orders and issues Participates in investigating and resolving commercial and/or technical problems Supports pre-and/or post sales technical product advice for development, implementation and operation of customer solutions Impacts: In Administration / Customer Services: Selects from among clear choices based upon defined procedures and practices to address changing work situations appropriately. Thinking and portfolio of acting options cover a number of routines, and latitude is permitted to address topics with appropriate processes. Unexpected situations, however, typically need technical assistance or authorization. Positions are expected to cope effectively with multiple-choice situations in a number of assigned processes and routines. Thinking is about applying or even adapting the "right" procedure to a process or an issue arising Responsibilities: Deliver full range service in a defined and focused technical or administrative area of work, while clear input/output relations and generic and/or work specific guidelines, procedures are given or available Positions need a basic level of theoretical and practical know-how, skills and typically some level of related years of experience in specialized processes, techniques and systems used in an office environment Position operates major parts or the full spectrum of dedicated specialized standard software packages. Incumbents may handle routine and non-complex practical enquiries and procedures from internal or external customers Deliver a limited range of practical, technical, operative and/or clerical processes within an area of work. Knowledge of standardized work routines and methods, general facts and information is necessary, usually acquired through training on the job. Position operates with a dedicated, limited range of user interfaces or functionalities in standardized software programs, strictly related to their specific processes Customer Service functions gather and file information gained in routine customer contact calls Higher level: Handling inbound calls, in basic 1st level support situations, while handling the majority of requests on the basis of given procedures Lower level: Outbound calls, operating with a given frame of structured information requested**Only those lawfully authorized to work in the designated country associated with the position will be considered.****Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**