Providing initial remote technical software & hardware support to clients; Consistently interacting with customer and supervisors to have the issue solved; Analyzing problems/situations, understanding problem impact on client business; Applying problem solving techniques; Responding to client queries, providing timely resolutions to client issues; Maintaining highest client satisfaction; Maintaining positive client relationships even in severe and pressurized situations; Logging all related activities for each customer query and handling client data securely; Employing client ‘s standard support delivery methodologies and tools; Performing in international software support delivery processes and environments; Respond to requests for technical assistance in person, via phone, electronically; Follow service desk procedures; Performing problem management and end-to-end problem ownership; Redirect problems to appropriate resource; Identify and escalate situations requiring urgent attention; Track and route problems and requests and document resolutions; Stay current with system information, changes and updates; Make sure the process conformity and SLAs are accomplished. Working time: Monday through Friday, 7:30 am until 10 pm Saturday, 7:30 am until 4 pm, German&English (any other language is a plus).
Fluency in German & English (both written and verbal); Good General IT Knowledge; Problem solver orientation; Very good analytical skills; Excellent communication and listening skills (both written and verbal); Strong communication and teamwork skills; Team player; Eagerness/willingness to learn ; Fast learner; Ability to perform under pressure; Ability to multi-task; Ability to work in shifts.
NICE TO HAVE SKILLS:
Fluency in at least one of the following languages: French / Italian / Swedish / Spanish / Russian/ Polish / Dutch / (written and spoken); Proven IT education or 1 year job experience in customer support; Proven remote support know-how (patches etc.); Customer facing experience; Telephone skills with good voice tone and pitch articulation and overall speech quality; Customer focus; Positive attitude.
- Motivating salary;
- Good working environment;
- Medical insurance;
- Annual team building;
- Trainings and certifications.