Gideon Brothers zapošljava – Customer Remote Support Representative (m/f)

The main objective for the person performing this role is to ensure that there are excellent service standards and maintenance of high-level customer satisfaction.

We are looking for a person who is ready to work either from our Zagreb or Osijek Office in Croatia where you will be mostly focused to provide support for our customers within Europe and the USA. If this seems interesting, read on!

Responsibilities:

• Manage and assist in advanced troubleshooting activities – use critical thinking skills to correctly recognize, assess, and resolve problems.
• Support and manage multiple customer project initiatives while handling multiple tasks in order to successfully meet all goals and deadlines. Document and communicate project status, changes, and other information to managers, engineers, and technicians.
• Provide exceptional customer service for customers through inbound tickets/tasks, e-mails, texts, or telephone calls:
• Make sure that the requests are processed and addressed promptly.
• Utilize attention to detail and have the ability to listen actively to customers and process their concerns.
• Research customers’ issues and make relevant connections to the appropriate departments while providing the customers’ with clear and concise information and solutions.
• Take initiatives to make outbound calls to customers in order to address their issues and clarify any concerns expressed in their requests.
• Develop customer relationships with Gideon Brothers’ business, sales, production, and customer success teams.
• Contribute to the development of the customer support department (internal tools, procedures, processes, and tracking metrics).
• Assist in building up local customer service centres.
• Through all activities progressively promote Gideon Brothers’ vision and benefits of integrating autonomous mobile robots into customer environments and processes.

Your profile:

• BSc or MSc in Engineering (Computer Science, Industrial, Mechanical or similar) or equivalent work experience; OR
• At least 2 years of working experience in a customer service or sales-related role where direct interaction with a business’s customer was needed (either through a telephone, online web-support, face-to-face, or through other methods of communication).
• Strong verbal and written communication skills. Ability to listen/read, analyze, and interpret consumer feedback and relay clear, concise, and helpful information and insights back to the consumer and the general public. Convey a personable and patient demeanour → making the customer feel that they are talking to a knowledgeable individual who genuinely cares for their concerns or issues.
• Experience in using MS Office (Word, Excel, PowerPoint) tools.
• Analytic problem-solving: Employing best practices to analyze large amounts of data while maintaining intense attention to detail. Approaching high-level challenges with a clear eye on what is important and employing the right approach/methods.
• Effective communication: Using reports and presentations to explain complex technical and operational ideas and methods to Gideon Brothers’ customers and partners in English.
• Strong and intuitive technological skills → be technologically flexible: being able to effectively use various technological communication channels to establish communication with customers.
• Resilient and not easily overwhelmed by numerous requests from customers. Be an enthusiastic and service/customer-oriented individual, be self-motivated.
• Willing to work a flexible schedule in order to accommodate customer support requests

Bonus points:

• Proven and successful experience working with raw data & information, drawing insights, and formulating strategies from the resulting analysis.
• Good interpersonal and communication skills in German, both spoken and written.
• Hands-on experience with the Atlassian product suite, with a specific focus on Jira and Confluence

What we offer:

• Joining an R&D team working with state-of-the-art algorithms and helping develop breakthrough AI solutions in several fields, including computer vision, semantics, and navigation.
• Internal talks – fun deep dives into different fields of expertise.
• Flexible working hours & the opportunity for occasional remote work.
• Exposure to the latest technology and top-notch tools.
• Relaxed and friendly working environment and supportive colleagues.
• Working in a dynamic and exciting industry.
• Working in a multidisciplinary environment open to cross-divisional collaboration.