Customer Support Representative

Customer Support Representative (45 HQs)

Job Overview

The Level 1 Customer Support Agent serves as the first point of contact for customers, handling general inquiries, troubleshooting basic issues, and delivering high-quality service across multiple communication channels.

Key Responsibilities

• Provide first-line support to customers via phone, email, or chat.
• Handle inquiries related to mobile devices and smart products.
• Troubleshoot basic technical issues and provide clear guidance.
• Accurately log customer interactions and resolutions in the system.
• Escalate complex issues to Level 2 support when necessary.
• Ensure customer satisfaction through professional and timely responses.
• Follow internal processes, service standards, and KPIs.

Qualifications

• Education: High school diploma or above (Candidates with extensive relevant experience may be considered).
• Preferred Majors: IT, Technology, E-commerce, Languages, Psychology, Education, Management, Economics, Electronics.
• Prior experience in customer service preferred.
• Experience in mobile phones or electronic products is a plus.
• Fluent in local/native language (clear and neutral accent).
• English proficiency is preferred.
• Willingness to work in shifts within a contact center environment.
• Strong service mindset and interest in electronic products.
• Proficient in smartphone usage, Windows OS, and Microsoft Office.
• Strong communication skills with clear pronunciation.
• Fast typing and ability to multitask.
• Quick learner with strong problem-solving skills.
• Customer-focused with a friendly and patient attitude.

Technical Support Agent

Work Location

Europe & International Coverage: UK, Germany, Australia, Spain, Italy, Czech Republic, Serbia, Hungary, Finland, Croatia, Romania, Bulgaria, Poland, Sweden

Job Overview

The Level 2 Technical Support Agent is responsible for handling advanced technical issues, supporting escalations from Level 1, and delivering expert-level troubleshooting for mobile devices and smart products.

Key Responsibilities

• Handle escalated technical issues from Level 1 support.
• Provide in-depth troubleshooting for hardware, software, and system-related issues.
• Diagnose and resolve complex customer problems efficiently.
• Deliver professional and persuasive technical guidance.
• Maintain accurate records of cases and resolutions.
• Collaborate with internal teams to ensure issue resolution.
• Support continuous improvement of support processes.

Qualifications

• Education: High school diploma or above (Extensive relevant experience may be considered in lieu of formal education).
• Minimum 1 year of relevant technical support experience.
• Experience within the mobile or electronics industry preferred.
• Internal promotion from Level 1 agents is a plus.
• Customer-oriented mindset with strong ownership of cases.
• Passion for electronic products and technology.
• Ability to work in a fast-paced, shift-based environment.
• Fluent in English and at least one European language (clear and neutral accent).
• Strong technical knowledge of smartphones (hardware & software).
• Familiar with operating systems, device specifications, and troubleshooting.
• Excellent problem-solving and analytical skills.
• Ability to handle escalations with professionalism and confidence.
• Strong communication and interpersonal skills.

#J-18808-Ljbffr…