Global Support Representative - German

Job Description The Global Support Representative (GSR) acts as the first point of contact for Symantec Enterprise Customers seeking technical support. Answering incoming phone calls from around the world, each representative is responsible for routing them correctly based on the customer request and provide low level support by answering basic technical and general questions for the customer. The GSR is in place to provide first level quality customer service, resulting in 100% customer satisfaction the 'very first time around'.

The Global Support Representative (GSR) acts as the first point of contact for Symantec Enterprise Customers seeking technical support. Answering incoming phone calls from around the world, each representative is responsible for routing them correctly based on the customer request and provide low level support by answering basic technical and general questions for the customer. The GSR is in place to provide first level quality customer service, resulting in 100% customer satisfaction the 'very first time around'.

Responsibilities mainly include answering incoming calls and emails from Enterprise (business-to-business) customers, quickly establishing customer requirements and thereby advising the customer on the best solution to their issue. Each representative takes responsibility towards specific language queues and adheres to defined service level agreements. Where appropriate, customers are routed to the relevant departments. A strong focus lies on filtering incoming calls to Enterprise Technical Support, depending on the customer's technical support entitlement. This also includes selling support when appropriate. In association with our sister Technical Services Centers, 24 x 7 support is provided. A wide range of procedural questions for internal and external customers are answered directly by the team, proactively following up on customer cases in order to ascertain customer satisfaction and exceeding customers' expectations. Doing so, the team adheres to process documentation to ensure consistency and quality. All representatives proactively share knowledge and disseminate information to team members on a local and global basis. They constantly use customer feedback to assist in improving Symantec products and procedures, as well as the team's services and work processes.

THIS WOULD BE 24/7 OPERATION INVOLVING SHIFTS.
Desired Profile Must Have Skills:
1. Graduate from any stream
2. 1 or more yrs experience in international call center preferably Inbound Calls
3. Knowledge of MS office
4. Good command over German Language (Preferably Spoken)

Candidates having the following would get preference but this would not be a criteria for Rejection.

Basic of Networking, ex, N+, MCP etc
Experience 0 - 2 Years
Industry Type IT-Software/ Software Services
Functional Area IT-Support, Telecom, Hardware
Education UG - Any Graduate - Any Specialization,Graduation Not Required
PG - Any PG Course - Any Specialization,Post Graduation Not Required
Location Pune
Keywords German
Contact Anand Watwe
Symantec Pune
Symantec Corporation, Veritas Software India Pvt. Ltd.
RMZ Icon Project, S.No 3/8
Baner Road.
Pune,maharashtra,INDIA 411008
Telephone 91-020-66054048
Email Anand_Watwe@Symantec.com
Website http://www.symantec.com