Customer Support Agent (German Speaker)

• The Prague based team is part of a Pan-European group of service professionals responsible for providing and maintaining effective customer service and satisfaction of Interoute’s customers in the Telecoms wholesale and corporate sectors.
• Office based team located in the same facility as Interoute’s break fix team (NOC).
• Approximately 12 staff with 4 x virtual teams.
• Majority of work conducted via telephone, email & web portal.
• Multilingual and international in its make up, it is responsible for providing the highest level of support to Interoute’s customers across a wide geographic footprint (US/EU/North Africa/Middle East) and product types.
• Teams are language and experience focused supporting English, French, Italian, German and Spanish languages

• Primary responsibility is single point of contact for our customer base in case of incidents, requests or other information that is required by a customer. Contact will be by phone, email our via our portal.
• This information needs to be summarized into a “ticket” into our CRM system. This information is used by engineers to resolve the issue or to provide the requested information.
• Interoute offers customers to contact us via phone in 6 different languages and there is a high volume of phone calls coming into the support centre. One of the responsibilities is to manage telephone calls professionally, efficiently and with excellent communication skills
• Support and collaborate with our technical team, both engineers and colleagues working with our providers
• Providing proactive support to our customers across all platforms.

• Must have 2 years customer service / help desk / call centre support experience with excellent communication skills
• Highly customer focused, analytical thinker who can quickly assess and identify customer needs
• Good knowledge of the Internet, Internet technologies that include: PCs, TCP/IP, Email, Dial-up and ADSL, Dedicated Access, hosting and security products
• Good basic product knowledge of traditional telecoms product such as Managed bandwidth and internet transit and/or knowledge of VPN.
• High school diploma or equivalent
• Proficient in a PC/Windows environment with good keyboarding skills (Ten fingers typing is advantage).
• Knowledge on Siebel CRM is a nice to have.

• Strong sense of responsibility,
• Team player in multi cultural team,
• Stress resistant and
• Ability to deal with change.

FLUENT ENGLISH with FRENCH AND / OR GERMAN