- Providing 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 - Friday, shifts 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:
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.
* Pentru informatii privind prelucrarea datelor cu caracter personal de catre InCrys va rugam accesati site-ul incrys. com
* All details regarding data processing performed by InCrys are available on incrys. com