Sensata Technologies, Inc. Operator Customer Support in Burgas, Bulgaria
The Help Desk Agent is considered the first line of defense for handling initial client/partner contacts for easy/simple common technical issues. When a customer support ticket comes in through phone, email, or web channel the Help Desk Agent engages looking to resolve the issue or gauge whether it needs to be escalated higher up the knowledge ladder. If a client is experiencing an issue with a product that Help Desk does not have a workable solution for their inquiry, the inquiry should be escalated up to the Technical Support tier.
Answers incoming customer calls regarding product problems, service questions and general concerns
Responsible for maintaining a high level of professionalism with clients and working to establish a positive relationship with every caller by providing timely and quality services
Updates the support ticket information in the customer service database during each interaction or investigation activity
If it is impossible to deal with the client's problem, the agent escalates it to a higher support tier, by ensuring a detailed private note containing a summary of the investigation activities will be added to the journal of the support record
Monitors all support tickets In 'Pending' status during the working hours and updates them with relevant information
Monitors and updates all support tickets in 'Waiting on customer' every 2 days
Monitors the scored events in the GC and SG platforms and corrects the scoring reasons if needed
Reports recurring problems to the local management
Experience / Qualifications:
Good technical knowledge
Good computer skills
Experience in software and hardware troubleshooting
English language level B2
Personal qualities: discretion, ability to analyze, logical thinking, ability to work in a team, initiative, communication and loyalty
Proficient in Microsoft Office programs (Outlook, Word, PowerPoint, and Excel)
Fluent in English language speaking, writing, reading and listening (US or UK)
Basic computer skills and technical knowledge. IoT knowledge is a plus.
Very good troubleshooting and problem-solving skills
Excellent communication skills, active listening skills, telephone manner, friendly attitude and desire to help customers over the phone. Eager to solve customers’ problems
Excellent organizational skills
Collaborating at Sensata means working with some of the world’s most talented people in an enriching environment that is constantly pushing towards the next best thing
Employees work across functions, countries and cultures gaining new perspectives through mutual respect and open communication
As OneSensata, we are working together to make things work together
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We are ready for the next century.
Our vision is to be a world leader in mission-critical sensing and electrical protection while satisfying the world’s growing need for safety, efficiency and a clean environment and being a partner, employer and neighbor of choice. Our sensors are the fundamental building blocks needed for a smart, connected, electrified and, ultimately, autonomous world. Click here to find out more about our Future Focus (https://www.sensata.com/about#future)
Sensing is what we do.
In fact, our name Sensata comes from the Latin word sensate for ‘those gifted with sense’. Our focus on sensing is also reflected in our logo, which spells Sensata in Braille.
Sensata Technologies is a world leader and early innovator in mission-critical sensors and controls designed to make the world cleaner, safer and more efficient. Mission-critical means products that are essential and difficult to do. You’ll find our 47,000 unique products in many applications anywhere from automotive braking systems to aircraft flight controls.
Sensata devices are in systems that protect people and the environment, so what we do matters. We take pride in knowing our technologies improve safety, efficiency and comfort for millions of people every day.
Note to applicants for positions in the United States:
Sensata Technologies, Inc. (US) is proud to be an Equal Opportunity and Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran or any other basis protected by federal, state or local law.
View The EEO is the Law poster (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) and its supplement (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) .
Sensata Technologies, Inc. (US) participates in E-Verify. View the E-Verify posters (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf)
If you are an individual who requires a reasonable accommodation in connection with the hiring process and/or to perform the essential functions of the position for which you applied, please make a request to the recruiter or contact email@example.com
We are dedicated to ensuring our employees feel a sense of belonging (https://www.sensata.com/sites/default/files/a/Sensata%20DEI%20Policy%20FINAL.pdf) and respect every day. We believe that every individual has unique insights that others can learn from. Working at Sensata means you can bring your whole self to the table. Our goal is to achieve fair representation of women, minorities, veterans, people with disabilities, and all types of diversity among all levels in our organization.
Note to applicants for positions in the United States:
Sensata Technologies, Inc. (US) is proud to be an Equal Opportunity and Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability or any other basis protected by federal, state or local law.
View The EEO is the Law poster https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm and its supplement https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm
Sensata Technologies, Inc. (US) participates in E-Verify. View the E-Verify posters https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf