Soitron Bulgaria is part of Soitron Group – a Slovak company, established in 1991, with HQs in Bratislava and offices in UK, Poland, Turkey, Romania, Czech Republic and Bulgaria. The company provides services in the area of IT system integration, IT networking & infrastructure and IT outsourcing. In global scale Soitron has clients such as Cisco, Lenovo, Microsoft, Avaya, IBM, HP, DXC etc.
The Graphic Solution Customer Care Agent takes responsibilities of
end to end case management, inform and follow up with
• Answer phone, greet and entitle Customers (End Users and Distribution Channel Partners) based on their warranty status, contracts or T&M support.
• Log and document case into CRM systems and direct to the correct service queue (remote support, parts dispatching, FSE dispatching, etc.).
• Close case in CRM systems after confirmation of resolution from customer.
• Answer calls from Field Service Engineers and provide required support upon request.
• Confirm satisfactory case resolution with customer before closure.
• Capture feedback from customer.
• Monitor Care Center mailboxes and respond within defined SLA.
• Follow documented process using Service Planning and Scheduling.
• Monitor, manage and follow up backorders and supply chain escalations.
• Keep customer and FSEs informed via email or phone. Send status update and tracking info