Are you a dynamic software engineer with effective language skills excellent at troubleshooting diagnosing and resolving customer issues independently? Are you attentive to detail highly analytical and a fantastic communicator? If you are can manage difficult customers effectively and professionally and demonstrate an increasing level of customer care skills then this role is for you.
Aurea enables global enterprises to create transformative experiences for their end customers across a range of industries including retail travel amp hospitality insurance energy life sciences and insurance. Aurea products enable companies to build execute monitor and optimize the endtoend customer journey across multiple channels and touchpoints to maximize growth through a superior customer experience. Aurea serves over 2000 customers worldwide.
Job Description
We are looking for dynamic software engineers with effective language skills to help our customers run their operations smoothly via Aurea’s proactive Platinum maintenance program. Aurea’s ambition is to be a radically different enterprise software company that empowers our people to challenge convention every step of the way in delivering success for our customers. You will work on cutting edge technology in a fast paced and constantly improving virtual support center of excellence working from the comfort of your own home.
Key Responsibilities
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Own and resolve customer issues for our broad B2B customer base
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Utilize your language skills
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Perform predefined services aimed towards a preventive maintenance
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As part of checking the wellness of a Production environment read and interpret product log files.
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Cross train on multiple technologies
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Troubleshoot diagnose and resolve customer issues independently making use of the resources available to you to the extent appropriate within the scope of the service
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Write a general article for every new issue you resolve for sharing with the team and for enabling selfhelp on the part of the customer
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Attention to detail in analysis and Customer updates
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Communicate effectively with customers including expectations for callbacks and followup on their issues
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Manage difficult customers effectively and professionally seeking help from senior staff or forums and other resources available to you as needed
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Handle requests and partial work that fall outside the scope of Platinum
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Demonstrate an increasing level of customer care skills
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Total compensation is US15hr for a fulltime 40hour work week.
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