L1&1,5 IT Support Specialist with German

  • Confidential
Salar net

Candidatul ideal

Compulsory skills:
• English and German fluent (written and spoken)
• Problem solver orientation
• Excellent communication and listening skills
• Team player
• Very good analytical skills
• Eagerness/willingness to learn
• Fast learner
• Ability to perform under pressure
• Ability to multi-task
• 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
• Knowledge of standard office applications such as MS Office, Windows OS, Lotus Notes and specific client applications

Descrierea jobului

• 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
• 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

Descrierea companiei

We are a growing software development & PM company. We started in 2003 and specialised outsourcing Projects. The 50 plus staff are a young, dynamic and highly professional team. We have managed, implemented and designed various solutions across Europe Our company uses the highest quality standards.