Summary:

CCR agents receive various technical requests from the customers through different channels (phone, mail or website – eCare and iCare platform). The main process for a CCR implies: creating the problem ticket, dispatching the problem ticket to corresponding engineer (team) based on product line and network element type.

The CCR must also ensure that cases are raised within SLA time, and that entitlement check is performed. In case of emergency cases, he/she will contact TAC/local support engineers and notify them about the incident. The spare parts service is also assured by the CCR who is handling all the European requests. For this, the CCR follows the service process and for emergency cases - traces the logistics status until the service is fulfilled; arranges the domestics and international logistics for the spare parts service in European region.

Responsibilities:

• Receiving customer requests and dispatching to the technical department.

• Acting as a technical point of contact between the engineering team, customers and partners.

Requirements:

• Fluency in English;
• Medium or Advanced in German ;
• Other foreign languages are considered an advantage;
• Customer focused and good communication skills;
• Availability to work on shifts;
• Strong and motivated.

Offer:

• Motivational salary package and annual performance bonus;
• Gym discounts;
• Private Medical Insurance;
• Paid 4 hours leave per month;
• Flexible work schedule;
• Opportunity to work on shifts;
• Weekly fruit day;
• Opportunity to get certifications (HCNA, HCNP, HCIE) on Huawei products;
• Life time learning environment and tools;

Only suitable candidates will be contacted!

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