Kundenservicemitarbeiter bei Zurich zur Entwicklung passgenauer Lösungen für Kunden und Optimierung der Serviceprozesse. Verantwortlich für exzellenten Kundenservice und Einhaltung der Serviceziele in Köln.
About the role
- Monitoring Support Specialist supporting automated tests for enterprise customers in AI-powered customer experience assurance. Investigating failures and preventing service disruptions while on a hybrid schedule.
Responsibilities
- Ensure uninterrupted operation of the Voice Assure solution worldwide by accurately processing test calls using internal tools
- Follow internal SOPs to gather information and determine the issue by evaluating and analyzing symptoms for accurate processing test calls using internal software
- Identify and escalate priority issues
- Use our ticket tracking system to work on internal issues: research, troubleshooting and identifying solutions to product, software, network and hardware issues.
- Manage internal and customer-facing communication in the event of outages or incidents, and keep all parties updated on progress
- Follow internal SOPs to collect information about the state of Cyara’s infrastructure components; track, record and refill balances when required
Requirements
- Fluent in English, both written and verbal
- 2+ years of proven customer service experience or customer-facing technical support experience
- Demonstrate the ability to follow through with tasks to close
- Demonstrated ability to work on multiple work streams simultaneously
- You should be organized, meticulous, a communicator with a “can-do attitude”
- Knowledge of IP network fundamentals
- Understanding of telephony, VoIP (SIP), and IVR
- Excellent Analytical and Troubleshooting skills
- Willingness to learn
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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