Technical Customer Service Representative (f/m/d)

Job Description

IONOS is seeking a Technical Customer Service Representative to support customers with their website builders and related products. This role involves resolving customer issues via phone, email, and chat, troubleshooting technical and billing concerns, and educating customers about products and processes. The Technical Customer Service Representative will also recommend and sell products, manage queues, and meet departmental goals.

The role involves working with a wide range of teams within IONOS, which is characterized by open structures, a friendly working culture, and flat hierarchies with a strong team spirit. IONOS believes that work and fun are compatible, and will offer the right environment for this.

Responsibilities:

• Resolving customer issues via phone, email and chat
• Troubleshooting a wide range of technical and billing concerns and educating customers about our products and processes
• Demonstrating both technical proficiency and effective soft skills in resolving customer issues
• Recommending and selling the right products and services based on customer's business and personal needs
• Effectively managing queues to meet departmental goals and resolve incoming workload efficiently

Requirements:

• High School Diploma or equivalent
• 1-2 years of customer service experience either in contact center, retail, or related field
• Strong written and spoken communication skills
• Ability to adapt to changing products and processes
• Ability to process and document phone calls, chats and emails efficiently
• Ability to project a positive and helpful attitude to customers and colleagues
• Strong technical skills and familiarity with terminology (training will be provided for specific IONOS products)

IONOS offers:

• Training for specific IONOS products