Technical Support Expert - German Speaking

Datto Europe Limited
30 Sep 2016
31 Oct 2016
Contract Type
Must be able to troubleshoot computers using the English & German language Datto protects essential business data for tens of thousands of the world’s fastest growing companies. Our Total Data Protection platform delivers uninterrupted access to data on site, in transit and in the cloud. Through Datto’s network of partners, we provide companies with products and services designed to continually keep business running. Partners rely on Datto for industry leading technology combined with unrivaled customer service. Datto is headquartered in Norwalk, Connecticut, and has offices in Rochester, Boston, Toronto, London, Singapore, and Sydney. Learn more at . Datto Technical Support Experts support the company’s clients in the implementation, management, and troubleshooting of hardware-based backup solutions. The Technical Support Experts’ primary responsibilities are to provide first and second level user support to Datto’s customers. This person will be a critical member of the Datto support team handling a variety of incoming issues relating to our business continuity and disaster recovery products. A Technical Support Expert candidate will possess good judgment skills, display a strong sense of urgency when handling customer interactions and have a passion for customer satisfaction. This position is best suited for candidates that thrive in a fast-paced, performance-driven environment and are focused on seeing customer issues through to completion. This person must not be afraid to ask questions. Primary Responsibilities: Timely response to incoming customer support inquiries via email and phone. Maintain a high level of customer satisfaction and adherence to partner service level agreements. Log all customer contact in the support ticketing system, maintaining complete and accurate information. Develop and maintain strong technical and business expertise of Datto products. Develop and maintain strong understanding of Datto customer requirements and processes. Identify, troubleshoot and resolve issues. Work collaboratively with team members to insure timely responses and resolutions to customer problems. Work collaboratively with internal partners to manage customer interactions. Desired Skills and Experience: Call Center or Technical Support Desk experience. Experience supporting Windows Servers, Networks and Workstation. Strong organizational skills and an ability to prioritize. Excellent verbal and written communication skills. Driven by learning new things and the ability to thrive in an environment filled with learning new technologies, including virtualizations, cloud computing, zetabyte file systems and Linux command line. Experience with Windows volume-based backup software is beneficial. Knowledge of backup and virtualization technologies and implementation is preferred. Patience, adaptability, positive attitude, attention to detail, team player and a good sense of humor are a must. Knowledge of command line interface is a plus (ideally Linux or Unix, Windows is also useful.) We are willing to educate and train the right individual who displays ambition and willingness to learn about new technologies. You must be driven by wanting to provide customers with an amazing experience, it’s not just technical support, it is about the overall customer experience. Here at Datto our people are our greatest asset, which is why in return, we’ll give you the opportunity to work in a great friendly environment, all the support and encouragement you need to grow your career and for you to succeed. Oh, and a tidy salary, great benefits and competitive greatness Plus, ask us about our Work Hard/Play Harder culture, or just visit our careers page for a list of fun stuff… Some perks include free lunch every Friday, blow-out company parties, tech gifts, company sports teams and much, much more This job was originally posted as

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