Nivel cariera

Middle (2-5 ani), Senior (5-10 ani), Entry (0-2 ani)

Limbi vorbite

engleză, franceză, germană

Adresa/adresele jobului


Requirments:

  • B2B Tech Support Profile, German C1 and English B1/B2 or French C1 and English B1/B2
  • Microsoft/Software/Cloud or similar work preferred
  • Ability to efficiently manage direct customer contact via phone and email
  • Ability to analyze log files
  • Ability to follow pre-defined troubleshooting scenarios
  • Ability to think systematically about troubleshooting tech issues 

Responsabilities:

  • Take ownership of cases from Pod queue when has spare capacity available
  • Own customer relationship and interaction for cases, be single point of contact for customer
  • Collect missing information needed to scope, resolve, or reproduce case
  • Follow troubleshooting scenarios to scope, resolve, or reproduce cases
  • Ask EESME/Pod EE for assistance when not able to scope/solve a case efficiently due to lack of skills, tools, or permissions
  • Decide when to escalate an owned case out of Pod (after consulting Pod Escalation Engineer if unsure about decision)
  • Create escalation tickets and monitor / follow up on issue until case can be closed
  • Log reasons for owned cases that have not been closed in <1 day

Benefits:

  • Fixed salary + monthly performance bonus
  • Lunch vouchers & Easter gift vouchers
  • Full private medical insurance
  • Online library access for passionate book readers
  • Various discounts for gym classes & other recreational activities
  • Biannual fixed bonuses based on seniority within company