Nivel cariera

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

Limbi vorbite

engleză, germană

Adresa/ adresele jobului

București

Se recruteaza si din

Nowy Sącz


Mandatory:

• 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:

• 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

What to do:

• 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 hours:

Monday through Friday, 7:30 am until 10 pm
Saturday, 7:30 am until 4 pm