Nivel cariera

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

Limbi vorbite

engleză, germană


Compulsory skills:
• English and German fluent (written and spoken)
 • Problem solver orientation
 • Excellent communication and listening skills
• Team player
• Very good analytical skills
 • Eagerness/willingness to learn
• Fast learner
• Ability to perform under pressure
 • Ability to multi-task
 • Ability to work ihifts 


Skills, Knowledge & Experience
 • Excellent analytic know-how for complex incidents
 • Customer facing experience
 • Telephone skills with good voice tone and pitch articulation and overall speech quality
• Customer focus
• Positive attitude
• General understanding of IT tools and processes
 • Strong communication and teamwork skills
• Ability to learn and apply new technology and methodologies in a distributed environment
 • Ability to solve problems quickly and completely

Tasks and Activities
 • Receiving contacts (chats, self-service generated tickets), first-line user liaison
 • Identification and authentication of the user, recording of incomplete or incorrect user data
 • Opening of an incident/request ticket with clear description in English in the ticketing tool
 • Classifying and making an initial assessment of incidents/service requests
 • Resolving requests or solving incidents following instructions in a knowledge base. A resolution can also be a work-around of a known error
 • Route all Global Service Desk non solvable incidents/service requests to the appropriate second level work group, based on agreed service levels
 • Keeping users informed on how to get updates on request status and progress via self service
 • Call-back function for 2nd level tickets, because of language
• Knowledge of standard office applications such as MS Office, operating system Windows, Windows, Lotus Notes and specific client applications
 • Performing in international software support delivery processes and environments
 • Employing client‘s standard support delivery methodologies and tools
 • Maintaining highest client satisfaction
 • Applying problem solving techniques
 • Analyzing problems/situations, understanding problem impact on client business
 • Interacting with client functions consistently until problem solution

Working Time: 24x7; rotating shifts to cover 24 hours 7 days a week.


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