Company Description
At Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people's lives. Our promise to our associates is rock-solid: we grow together, we enjoy our work, and we inspire each other. Join in and feel the difference.
With over 300 specialized associates and around 15 nationalities, Bosch activities in Lisbon are focusing on sales, marketing, communication, training, nearshoring services and shared support for human resources services to Europe. The diversity, commitment and know-how of the team are the key success factors of this organization.
Bosch Service Solutions develops and delivers Customer Experience, Mobility and Monitoring solutions for companies and their customers.
Our teams find fast and efficient solutions for thousands of people on a daily basis – from claim management to life-saving emergency calls, among other services. Define the standards and become a pioneer together with around 9000 associates worldwide.
Job Description
Your contribution to something big:
Monitor and troubleshoot customer inquiries, issues, and technical problems related to our products & services, and resolve the ones which do not require code changes;
Provide support to customers via various communication channels such as phone, email, Teams & JIRA;
Document and track customer interactions, including the nature of the issue, troubleshooting steps taken, and resolutions provided;
Collaborate closely with cross-functional and international teams, including developers, product owners, testers, etc to resolve complex technical issues;
Escalate unresolved issues to appropriate teams or management, ensuring timely resolution and customer satisfaction;
Support and drive development and maintenance of knowledge base articles, training material, FAQs, and other customer support resources;
Identify and drive improvements & accelerations of the overarching customer care process & setup.
Qualifications
What distinguishes you:
Operational proficiency in English, basic knowledge in German would of course be a great Plus;
2 years or more of customer care experience for digital projects & products;
Strong troubleshooting skills and ability to analyze and diagnose technical issues effectively;
Excellent communication skills, both oral and written, with the ability to convey technical information to non-technical users;
Familiarity with IT systems and software applications;
Strong experience with ticketing systems, such as JIRA, ALM;
Ability to work independently and collaboratively in a fast-paced environment, with a strong sense of accountability and ownership.
Additional Information
What we offer you:
Challenges in an international environment | career opportunities in one of the best companies in the world | flexible hours | medical services | discounts for employees | sports and health related activities | canteen | good access to public transports | space for creativity.
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