Established in 1914, The NOCO Company designs and creates premium battery chargers, jump starters, powersport batteries, air compressors, as well as a wide range of related battery products and accessories. NOCO has set the new standard in design, performance and safety and has introduced an entirely new generation of products. NOCO firmly believes that success is driven by innovation and attention to detail. In-house Industrial Design, Mechanical and Electrical Engineering, and Advanced Testing Teams help support cutting-edge product design and push the limits of what is possible.
NOCO is seeking a multilingual Technical Customer Support Specialist responsible for educating, troubleshooting, and resolving problems regarding NOCO products for our worldwide customer base, focusing on support in Great Britain and Western/Central Europe. You will provide manufacturer answers and feedback in as close to real-time as possible via inquires from our website chat feature, emails and phone calls. You will reduce negative reviews, convert negative customer experiences into positive ones through solid customer service, and maintain a positive public-presence for the company. Additionally, you will assist the NOCO sales team with order entry management as needed. NOCO designs and makes a suite of best-in-class products and strives to provide first-class customer service to match. This individual will work from a home office.
Key Responsibilities:
* Become a NOCO product expert to provide first class customer support;
* Answering and responding to incoming email, live chat, and phone support requests;
* Accurately documenting support cases in tracking system;
* Evaluate and prioritize incoming support requests;
* Follow up on support cases and provide an amazing customer experience;
* Increase customer satisfaction and deepen customer relationships;
* Effectively work with other departments of the company in different time zones
* Enter orders into SAP ERP System
* Send ASNs, order confirmations, and communicate other logistics data to customers
* Assist in maintaining customer master account data.
Required Candidate Qualifications:
* 2+ years of technical and/or customer support experience.
* Preferred experience supporting a physical product, not a service, but not a requirement.
* Must speak, write, and read fluently in English, in addition to 2 of the following languages: German, French, Italian, or Spanish.
* Bachelor’s Degree equivalent from an accredited university preferred, but not required.
* Quiet home office space with reliable internet.
* Possible onsite training in Chandler, AZ USA or at a location near you.
* Familiarity with Google Docs/Sheets/Slides and/or Microsoft Office.
* Experience with ERP computer systems.
* Advanced computer skills and navigation for both Mac and PC.
Candidate Characteristics:
* Analytical problem-solving skills;
* Excellent data entry skills (speed and accuracy);
* Strong self-management skills when working remotely;
* Ability to be a team player and communicate effectively;
* Exemplary customer service skills and patience;
* Telephone courtesy and good communication skills (de-escalation);
* A positive outlook on life, and a strong work ethic.