Virtual Assistant Customer Service - German Speaker

at  Ecolab

Ecolab is the global leader in premium cleaning, disinfection and maintenance products and services for the hospitality, and foodservice markets and is seeking Virtual Assist Support Technician.

• Query Resolution: Troubleshoot & triage all chemical dosing dispenser and system queries with focus on virtual resolution and first-time fix rates.
• Assist technical and field teams by providing clear, concise, and accurate information to support query and incident resolution on escalation to prevent TM attendance to site wherever possible.
• Identify the root cause of faults, and record and communicate this to the relevant team/managers.
• Using inhouse CRM / ERPs to ensure that all issues are logged, updated, and followed through to resolution within KPI timeframe.
• Keep up to date with new and revised equipment types and technical information [programming/ schematics where necessary] to provide top class virtual support for installations, repairs and maintenance of dishwashing, laundry, and dosing equipment and systems.
• Deliver self-serve access to documents / sites supporting the customer to ensure the safe use of the systems and devices by their personnel.