Customer Support Representative

Customer Support Representative (Vianen, The Netherlands)

Our client is known for its reliability, innovation and support for power protection solutions from desktop systems to data center operations to entire facilities. Its comprehensive solutions, which are designed for both home and corporate environments. The company is a leading provider surge suppressors, uninterruptible power supplies (UPS), power conditioning equipment, power management software, and DC power systems as well as precision cooling equipment, and professional and consulting services for Nonstop Networking.

Main Tasks
The primary responsibility of this position is to become the single point of contact you're your own customer base, ensuring the most effective resolution of customer queries. This will involve 1st call resolution for the majority of customer queries and ensuring complex cases are escalated to and followed up by the correct point of contact.

Queries will include but are not limited to the following:
- Post sales - RMA and escalation of more technical queries
- Pre sales - sizing queries, reseller referrals, opportunity identification, e-commerce.
- Order Management - order status feedback.

ESSENTIAL FUNCTIONS: % of Time Description
30% - First contact for assigned accounts, ensure that all queries are logged and updated.
- Take complete ownership of all customer's issues until resolution and ensure timely follow up.
- Provide Back Order reports and Order Activity reports i.e. cycle time , trends
-Take ownership of all customer queries from "beginning to end", including critical situations, complaints and PO validation.
- Resolve open issues, provide account status and assist in the customer education process.
- Respond to requests on product pricing and features
- Provide customers with updates on the status of their open credits i.e. CMA's
- Distribute Product Announcements to assigned accounts
30% - Providing post sales support to customers. Assisting customers with unit analysis and completing RMA's when necessary
20% - Logging customer details and problem description for all customers and escalating cases to the technical support.
- Take complete ownership of all Customers issues until resolution and ensure timely follow up.
10% - For pre sales customers this will involve referring customers to local resellers/creating web orders. Identifying opportunities and escalating to the correct contact. Advising customers on the correct solution for their requirements.
10% - Providing customers with ETA's, product availability, lead times and order status information.

SECONDARY FUNCTIONS:
. Provide language support to escalation teams where nec
. Project work where applicable.

KEY PROFESSIONAL RELATIONSHIPS
. Escalation support teams, Sales team, CTO Team, Logistics partners an

REQUIREMENTS
- Bachelor's Degree in Business / IT
- 1 - 2 years of related experience
- Experience without required education : 2 - 4 years of related experience
- Fluency required in English and Swedish.
- Fluency in one of the Nordic languages would be desirable but not essential.
- Previous customer support experience desirable.
- Ability to multi task essential
- Working knowledge of major operating systems (Microsoft, Unix) essential.
- Basic aptitude for learning technical concepts essential
- Excellent interpersonal, communications and time management skills.
- Ability to work on own initiative and as part of a team.
- Good verbal and written communication skills