Sr. Customer Associate

Employment Type

: Full-Time

Industry

: Miscellaneous



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Senior Customer Associate

Computacenter is Europe’s leading independent provider of IT infrastructure services. We enable users and their businesses by providing great service, keeping our promises and taking responsibility .

Do you…

Appreciate face-to-face, authentic interactions with customers who need your help solving their problem? Savor understanding how things work and figuring why they sometimes don’t? Take pleasure in having a constant challenge that sparks your intellect and problem-solving skills? Appreciate collaborating with a large IT support team full of technical gurus around the world and sharing your local knowledge with them? Love looking beyond the presented issue and dig into the bigger problem? Enjoy the thrill of an ever-changing industry and customer? Thrive on being a self-learner and self-starter as part of your independent personal and professional growth?

As a Senior Customer Support Associate you are expected to: 

Provide first class support forming an authentic, positive connection with the client, 
Be outgoing and vibrant, focused and engaged, accessible and receptive, 
    Build rapport with clients and earn their trust,
Project a genuine interest in sharing expertise and providing expert technical support, 
Exhibit patience and exceptional listening ability
Apply a collaborative approach (working with the other IT resolver groups in the AstraZeneca environment), engaging the client in the troubleshooting process, 
Quickly obtain a sense of individual client’s needs and skill level and tailor your approach accordingly,
Solve problems utilizing a sense of urgency without leaving the client feel rushed or pressed for time,
Deliver knowledge and information using clear, concise language in an easy to digest manner that is neither confusing nor dismissive,
Teach the client on how to prevent, or self-resolve, the issue as appropriate,
Empower the clients and inspires confidence in the solution provided,
Leave the client feeling assured they possess a reliable support team who consistently has their back,
Record the customer interactions with appropriate documentation regarding the initial issue presented, the troubleshooting steps and the resolution, 
Become a trusted, subject matter expert on the local site and customer’s,
Escalate issues to the Computacenter Management quickly to ensure the customer’s demands are met,
Be organized, oversee and handle multiple customer interactions and follow standard ticket management policies.

Your job is to provide hands-on technical support with patience and empathy to each computer. Your role is to collaborate with internal Computacenter team members (Service Desk and Onsite), with the local customer (“Campus”) and with the various external resolver groups. Your passion is to restore the service so the user is up and running again, to repair the technology, and provide education/expert instruction.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

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