Work is no longer a place. It's what you do. And how you do it. More fluid, more flexible, powered by your imagination and by some amazing technology! That's where we come in. We're Poly. We're a global outfitter of pro-grade audio and video technology so that employees everywhere can look and sound their best from anywhere. Join us as we pursue our disruptive vision to bring professional audio and video meeting technology and services to everyone. Be a part of our journey!

As a Technical Support Representativeyou will be the first point of contact for our customers for all of their questions regarding our products and services. You will manage these contacts in a customer oriented, efficient and effective way to ensure that they are fully satisfied and the required solutions are provided instantaneously. You will answer telephone "hot line" and written or Internet-based inquiries from customers regarding company products for the DACHregion and for customers in other regions. Analyse problems with non-functioning electro/mechanical equipment or software applications to identify problem area(s) and recommend corrective action. Recommend solutions to customer application questions. Maintain log of problems so that recurring problems can be reported to product development. Generate sales lead when appropriate from those contacts.

Your day to day
  • Discuss with customers (internal and external) the technical aspects of product installation, operation and maintenance relative to sales and/or repair considerations.
  • Handle customer assistance requests by phone and email, ensuring that those which cannot be addressed at first contact are escalated and followed up on appropriately.
  • Ensure CRM system is kept fully updated with work on customer issues.
  • Obtain accurate customer details within CRM system.
  • Generation of sales leads from these contacts.
  • May handle customer product repair invoicing, RMAs processing and assist in preparation of customer service statistics.
  • Handle product and service licensing queries.
  • Check status of repair orders per customer request.
  • Follow up on customer satisfaction survey.
  • Provide excellent customer management inclusive of excellent communications, responsive follow through, and advocacy for customer issues with internal departments.

What you'll bring to the team
  • Native or near-native level fluency in German and English.
  • Experience working in a technical support position, preferably in the Unified Communications sector.
  • Experience with Customer relationship management (CRM) systems.
Our Culture

At Poly, leadership principles aren't just something we talk about, they're something we live and breathe. We believe in creating a work environment where people feel empowered, supported, and included -where trust and transparency are built into the way we work - where creativity, curiosity, and continuous improvement are encouraged and nurtured every day.

  • C3 - Customer. Customer. Customer: Customer obsession is everyone's job. You enjoy solving customers' problems - big or small. You work closely with customers, channel partners and their teams to deliver innovative solutions.
  • Raise the Bar: You take pride in your work and know details matter. You know that shavings make a pile. You seek every opportunity to continuously improve teams, products, and processes.
  • Communicate Courageously: You speak with candor but aren't a jerk. You constructively challenge your teammates to get to the best possible outcome or decision. Once a decision is made, you fully align and stay aligned.
  • Onward and Upward: You learn from the past but focus on the future. You rapidly adapt to changes in the marketplace. You help to create solutions that move the company forward with energy, momentum, and results.
  • Own It: You know your business, your customers, and your team - inside and out. You don't sacrifice long-term value for short-term results. You act with integrity, spend money like it's your own, and put Poly first.
  • Take the Leap: Speed matters in business. You encourage and require those around you to think strategically and act decisively. Poly values calculated risk taking.
  • Ride Together: We are one team. We do what we say we'll do, we treat each other with respect, we have each other's back, and we hold each other accountable.
  • Leaders Lead: You know you are part of a larger global community and make decisions as good stewards of the earth, its resources and its people.

Our Commitment as an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, accessibility needs, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws.

No matter where you're based, you'll experience a company that believes that teamwork and collaboration drive maximum impact, seeks well-rounded talent to focused on providing the best customer experience, and understands that this is a marathon, not a sprint. And, top of mind to us is continuously and purposefully building an inclusive culture that empowers all of our team members, across the globe, to do their best work and be the best version of themselves.



Plantronics and Polycom are now Poly. Our comprehensive set of smart endpoints for unified collaboration span personal and group communication systems, with a full range of headsets, desk and conference phones, and video collaboration solutions. Our cloud software and services provide advanced management, analytics, and insights that drive first-rate business decisions. Poly is the global communications company that powers authentic human connection and collaboration. Face to face, we sift and sort millions of verbal and non-verbal cues to glean meaning. Poly is finding new ways to inject these cues into audio and video communication to replicate the face to face experience. To build intimacy. To break walls and span distance. To nurture the simplicity and beauty of human connection. One to one, one to many, many to many. We are seeking the right talent to join us on this powerful journey to connect humans, not just things. Visit www.poly.com to learn more.