Support IT Agent with German - L1

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)
• Excellent communication and listening skills
• Ability to work ihifts 

 Knowledge & Experience
• Customer facing experience
• General understanding of IT tools and processes
• 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

  • Interviu online
  • De unde ai auzit despre EEU Software?
  • Cand ai fi disponibil/a sa incepi sa lucrezi cu noi?
  • La ce salariu (in Euro) te-ai gandit?