Technical Support Analyst with German - Brasov

Provide technical support for resolution of customer IT problems, incidents, issues, requests, queries, escalations and ad-hoc tasks from Team Lead. Liaise with other support teams, product teams as required or Client Management to resolve requests/issues in a timely manner. Ensures proper documentation, notification, escalation, tracking and follow up of all incidents/ requests. Focuses on customer contact at the same time on incident/ request/ query resolution.

• Fluent in English (B1-B2)
• Fluent in German (B2-C1)
• Availability to cover shifts – 8:00- 17:00 /9:00 - 18:00/ 11:00-20:00
  
  Key Responsibilities

• Ensures proper documentation, notification, escalation, tracking and follow-up
• Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation
• Performs customer request/problem identification and follow defined procedures to resolve correctly and timely; documents troubleshooting efforts and customer information in data capture tool and, when required, transfers call or promptly notify responsible party for further investigations and resolution
• Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention
• Shares information required for the team to be successful and creates knowledge base articles once information is validated with TL and L2 Teams.
• Acts as the primary knowledge resource for a product/service and uses this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead, and promotes client products and services by suggesting additional or alternative products to meet customer’s needs
• Contributes and maintains knowledge of customer and customer-specific business environment, customer Service Level Agreements and department’s/product’s key performance requirements
• Follows up on incidents to ensure customer satisfaction; completes outbound customer contacts to resolve customer issues or recommends products/services, ., follows up on customer issues; completes and resolves non-call customer contact requests received by email, self-service portal or chat
• Assists with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement

We offer:

• Attractive benefits package including: coverage of public transportation, private medical services, private pension, life insurance, gym subscription or medical services for a member of the family, meal vouchers for each working day, interactive library subscription;
• Access to a global network of knowledge and resources;
• Extensive training through a variety of methods – online, classroom, etc;
• Opportunities to develop your skills and gain valuable practical experience in your field of expertise, and to develop skills in other industries;
• An experienced Career Counselor to guide you and check on your progress;
• Interesting and challenging work for the world’s leading companies – our clients;
• Professional growth opportunities that recognize individual contributions and performance;

A flexible approach that allows an appropriate work/life balance, where fun outings, sports activities and volunteering initiatives are part of our regular day-to-day life

Skills & Proficiency Expectations

3rd Party Vendor/Partner Management
Availability Management
Capacity & Performance Monitoring
Capacity Management
Incident Management
Infrastructure Management and Production Controls
Problem Management
Quality Assurance
Release and Deployment Management
Trouble & Ticketing Management
IT Support related experience
Customer experience

Knowledge & Skills

Knowledge of web applications/standalone support concepts
Knowledge of remote desktop technologies
Experience with Microsoft Office tools
Troubleshooting of software applications
University-level diploma (IT field preferable)
Very good communications skills
Very good interpersonal and teamwork skills
Knowledge of AD
Knowledge of ITSM tools
ITIL Foundation preferred
Patience and attention to details