Level 1& Support Specialist with German

Nivel cariera

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

Limbi vorbite

engleză, germană

Adresa/ adresele jobului

 Working Time: 24x7

Mandatory skills:

• English and German fluent (written and spoken)
• Problem solver orientation
• Excellent communication and listening skills
• Very good analytical skills
• Ability to perform under pressure
• Ability to multi-task
• Willingness to travel
• Ability to work in 24/7 shifts

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 workgroup, 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

- Reimbursement of agreed certifications
- Private medical subscription
- Motivating salary
- Performance bonuses
- Career path based on continuous learning and development. Internal courses and workshops.
- Multiple ongoing projects thus possibility to change projects/ teams
- Focus on Java technologies
- Professional environment, access to leading-edge technologies
- Premium customers
- Stability

  • Interviu online
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