Customer Support Specialist

Our client is a leading wholesale provider of reinsurance, insurance, and other insurance-based forms of risk transfer, headquartered in Zurich, Switzerland. Dealing directly and working through brokers, its global client base consists of insurance companies, mid-to-large-sized corporations, and public sector clients. From standard products to tailor-made coverage across all lines of business.

Responsibilities:
• Provide a prompt and accurate response to customers, within agreed time limits
• Ask customers targeted questions to quickly understand the root of the problem
• Talk clients through a series of actions, either via phone, email, help desk or chat, until the issue resolution
• For complex problems that require nuanced instruction, contact clients via phone and/or provide clear, written instructions and manuals as well as providing training if required
• Take ownership of customer issues until a resolution is confirmed by the customer
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Filing accurate and timely reports regarding problems
• Document knowledge in the form of notes and manuals
• Documenting troubleshooting and problem resolution steps
• Mentoring of existing members and boarding of new

Requirements:
• English written/speaking - Upper-Intermediate. Advanced is preferred
• Basic knowledge of test processes and methodologies
• Basic knowledge of software development methodologies
• Ability to read, understand and analyze requirements, report any inconsistencies in requirements
• Dedicated and self-motivated
• Fast learning
• Responsible and punctual
• Be attentive to details
• Be communicable and friendly
• Basic knowledge of web application architecture

Benefits:
• Competitive salary based on your experience level
• Free English classes
• 23+ working days of 100% paid time off
• Sports reimbursement program
• Medical insurance health plan
• Leisure activities in the office: billiards, gym, X-box, table tennis, table soccer etc.
• Bike parking zone
• Modern and comfortable office facilities near the city-center.