Remote diagnostics, troubleshooting, analysis and resolution of support issues.
Follows established process and procedures to provide support to customers via all contracted channels (phone, email, chat &/or fax). •Works effectively with other management and customers to quickly address problems as they arise. •Properly log all information into the problem management system.
Escalate issues to the appropriate contacts in a timely manner and ensure end users are aware of changes to original expectations in accordance with procedural guidelines.
Maintains a high degree of technical knowledge relating to assigned customer or product.
Contribute authoring, reviews, and updates of knowledge relating to assigned customer or product. Contribute to ongoing Quality Improvement initiatives.
Represents Company in a professional and business-like manner and communicate effectively with customers and other team members.
Performs other related tasks, as assigned.
Then you should have:
Fluent in English & German/ French/ Arabic/ Italian
Minimum 1 year experience supporting mobile devices on major platforms including but not limited to iOS, Android and Microsoft OS.