At Sunrise, we think bigger, go further and create new ideas. For us working culture means achieving great things together. It's where respect and innovative ideas combine with real teamwork - every voice counts, every perspective makes us stronger. Our passion spurs us on to try new things and grow continuously. Sound like you? Then join our success story.
As a Tech Care Specialist at Sunrise, you will be the first point of contact for our customers, providing expert technical support and delivering outstanding service. You will troubleshoot issues, guide customers through solutions, and ensure a smooth and positive experience with our products and services. This role is ideal for someone with strong problem-solving skills, a passion for technology, and a customer-first mindset.
YOUR CHALLENGE:
- Initial Issue Triage: Receive and categorize incoming technical issues via phone, email, or ticketing systems, ensuring accurate logging and prioritization for SLA compliance
- Basic Troubleshooting: Resolve common hardware, software, and network problems using predefined procedures and scripts
- User Guidance: Provide clear instructions to end-users on system usage, password resets, software installations, and basic configuration tasks
- Professional Communication: Maintain a courteous, empathetic, and trust-building tone in all interactions to ensure a positive user experience and reinforce confidence in support services
- Escalation Handling: Identify complex or unresolved issues and escalate them to 2nd or 3rd level support teams with detailed documentation
- Documentation & Follow-up: Maintain records of support interactions and follow up to ensure issue resolution and user satisfaction
- Shift model: Work 7x24 shifts (including nighttime, Sunday work and Public holidays) and perform 7x24 on-call duties
YOUR SKILLS:
- Technical Aptitude: Familiarity with basic troubleshooting for connectivity, hardware, and software issues (e.g., power checks, reboot procedures, ping/tracert)
- Ticketing & Documentation: Ability to accurately log, triage, and update tickets in ticketing systems, including caller verification and SLA monitoring
- Communication Skills: Strong verbal and written communication to provide clear, professional, and trust-building interactions with customers
- Customer Orientation: Demonstrated empathy, patience, and service mindset to handle inbound calls, callbacks, and status updates effectively
- Multitasking & Prioritization: Capable of managing multiple ticket simultaneously, prioritizing based on severity and business impact
- Problem-Solving: Proactive approach to resolving simple issues independently and escalating complex ones appropriately
- Team Collaboration & Learning Mindset: Willingness to coordinate with 2nd Level Support, Field Engineers, and other internal teams for resolution follow-through. Openness to continuous improvement and knowledge sharing
- Language Proficiency: Depending on the customer base, fluency in German and English is essential
At Sunrise, you'll be working in a dynamic and multinational environment where every voice is heard, perspectives are shared and values are lived. Diversity isn't just a program for us, it's part of our DNA. By celebrating our differences, we achieve great things together.
Sunrise has partnered with «Advance - Gender Equality in Business». We've also been awarded the Swiss LGBTI label and «Fair-ON-Pay Advanced» certification as recognition for offering all our employees equal pay for work of equal value.
Ready to rise to the challenge? Then join the team and actively shape our future!
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Information for agencies: Application dossiers sent or uploaded by placement agencies or similar are not desired, will therefore not be considered and will be deleted
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