Technical Support Agent - English and German (Hybrid)

Part of the Romanian Tech Support team and in constant collaboration with our colleagues in Europe, after a full training program to learn our products, tools and processes, you will work as company’s representative for both Thrustmaster and Hercules brands.

We are looking for Technical Support Agent that will be the liaison between our company and its current and potential customers. Day-to-day duties will include answering incoming calls and emails from clients, responding to inquiries, managing complaints, troubleshooting significant and complex customers’ problems and providing general information about the company’s products and services.

If you have:

• a Technical Client Support background and/or video games knowledge and passion
• a high level of accuracy and strong communication skills
• if you are a near-native ENGLISH speaker and you speak GERMAN as a second language

Then this open position is your perfect match!

Skills, Knowledge and Expertise:
· Previous experience in a technical support role is a must
· Proficient in English and German as a second language
· Responsive, rigorous, organized, proactive and positive mindset – friendly and supportive team player
· Ability to work independently and at times with minimal guidance
· Ability to work well under tight deadlines and maintain composure with a strong focus on customer service
· Experience using Microsoft Dynamics 365 or other CRM system is a plus
· Strong phone and verbal communication skills along with active listening
· Customer focus and adaptability to different personality types
· Ability to multi-task, set priorities and manage time effectively
· Excellent data entry and typing skills
· Ability to handle stressful situation appropriately
· Minimum Bachelor’s degree

Key responsibilities:
· Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
· Handling native language customer contacts, including responses via phone calls, email and chat correspondence.
· Provide product and service information to customers
· Research required information using available resources
· Research, identify and resolve customer complaints using applicable procedures
· Document all calls’ information according to standard operating procedures
· Follow up customer calls where necessary
· Complete call logs and reports
· Manage large amounts of inbound and outbound calls in a timely manner
· Follow communication “templates” when handling different topics
· Build sustainable relationships and engage customers by going the extra mile
· Frequently attend educational seminars to improve knowledge and performance level
· Meet individual/team qualitative and quantitative targets
· Assimilate, implement, audit and propose improvements to the working procedures;
· Strong problem solving/troubleshooting skills

What we offer:

• Hybrid work schedule (1 days/week WFH);
• Meal tickets (33 RON/worked day);
• Extra days off;
• Performance based bonus and other bonuses;
• Medical subscriptions in partnership with Sanador (with special offers for family members);
• Gift vouchers for Easter, Christmas, Children’s day;
• 50% reimbursement for the monthly public transportation subscription;
• Access to all our products (racing wheels, fly simulator joysticks, video game controllers, DJ consoles and controllers);
• Discounted prices for Guillemot products;
• Internal/External trainings;
• Long term visibility in terms of projects.

About us:
A designer and manufacturer of interactive entertainment hardware and accessories, listed on the stock market since 1998 and active in this field since 1984, Guillemot Corporation bases its activities around its two flagship brands: Hercules for the digital hardware and peripherals segment, and Thrustmaster for PC and console gaming accessories.

The Group is currently present in many countries (Romania, France, Germany, UK, Spain, the United States, Canada, Italy, Belgium, China, France), and distributes its products in more than one hundred and fifty countries worldwide.

The Group’s mission is to offer high-performance, ergonomic products which maximize the enjoyment of digital interactive entertainment for end users. (www.hercules.com – www.thrustmaster.com).