Level 1&1.5 Support Specialist with German

what you’ll do

  • Providing initial remote technical software and 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

what you’ll need to succeed 

  • 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

  • Fluency in at least one of the following languages: French / Italian / Swedish / Spanish / Russian / Polish / Dutch / (written and spoken)
  • 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

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