B2b Crc Technical Support Specialist

REIMAGINE WHAT COFFEE CAN BE..._
- At Nespresso, we believe that we can elevate the world of coffee to drive a positive impact and be a force for good which shapes lives and landscapes for the better._
- By caring for one another, our farmers, suppliers, and the communities we work with, we can make sure every customer has the best possible experience._
- To achieve this, we live by four behaviours. We I*nspire, we Care, we Act, and we iN*novate. Each one of these reflects who we are and how we interact with one another and with the world around us. We live a culture that is built on the principle belief that individually and collectively we can._
- What about you? Join the Nespresso team And reimagine what coffee can be. Reimagine what you can become. Together we grow as individuals and teams. _And as an organization._

**Here’s why we think you should choose us**:

- Competitive wage + Annual Bonus
- Comprehensive total rewards benefits package including health and dental benefits that start on day one (including massage, pension plan with employer’s contribution, mental health coverage and Health Spending Account)
- Lifestyle spending Account
- Free coffee machine + Monthly Nespresso credit
- Exclusive employee discounts
- Excellent training and development programs
- Growth opportunities
- Free unlimited coffee during working shifts
- Pension plan with competitive employer contributions
- And much more

**Position summary**

Deliver best-in-class tech support for our B2B customers when they face technical issues with their machines, as well as anticipate the maintenance needs of their Professional Machine. You act as the first point of contact for Tech support of Outsourcing tech team, assisting and delivering tech trainings and participating in monitoring of tech support performance to ensure robust service is always offered. Tech Specialist ensures that machines get and remain connected (Onboarded) in Telemetry platform and ensures that cross-functional operational processes are designed and run to deliver customer value as promised to them, and at the best of Nespresso’s interest.

**A day in the life**

**As a B2B CRC Technical Support Specialist, your main responsibilities will include, but not be limited to**:
**Solve Prospect and customer tech requests, raised through any channel of contact**
- Respecting business and compliance procedures
- Using the right tone of voice adapted to the channel and situation
- Resolve effectively issues/requests in conformity: Understand the business context, recognize when a situation is becoming escalated to ensure the best solution for both the customer and Nespresso Professional, partnering with the relevant internal Function or partner to solve escalation within SLA.
- Maintain and develop a high level of customer centricity and partnership with B2B customers in all their technical interactions, providing appropriate solutions in line with customer expectations and needs.
- Provide impactful advice and recommendations on Nespresso Professional After Sales Serives: e.g. Warranty, Descalaing solutions, Spare parts, Service history and much more.

**Deliver Continuous Improvement**
- Qualify with attention customer interactions (grounds of request)
- Raise valuable customer insights to management or relevant stakeholder: feedbacks, insights, suggestions to shape meaningful actions for the customer experience
- Proactively recommend new & improved ways of working across all CRC tasks both in & outsourced to continuously raise the bar & improve the customer journey & lifecycle
- Complete your mandatory iLearn modules within deadline and regularly refresh Technical experties by dedicating Traing Hours with Technicians that are on the road.
- Support, Coach and train outsourcing tech agents
- Monitor 100% of Service orders created to ensure Quality and Accuracy of service to assure proactive identification of error before a negative impact is ever felt by the client.

**Telemetry**
- Monitor machine connectivity (first connection then regular monitoring)
- Support in Customer Service offer definition and implementation
- Manage Market default set-ups (customer preferences, alert triggers, ordering parameters...)
- Implement rules into the Skyline platform
- Advise on special customer requests (how to implement such requests into the platform)

**Controls and Admin tasks**
- Machine Return Control: Ensure trade assets and Warranty replacement come back to Nespresso and provide visibility on unreturned stock

**What will make you successful**

**Education**
- High School diploma or GED required
- Bachelor's Degree preferred

**Experience**
- Ability to understand processes, technical concepts, machine operations, troubleshooting
- Confidence with outbound calls with ability to take rejection and learn from it
- Strong customer service orientation, organizational skills and troubleshooting technique
- Strong communication skills; both verbal and written with e