Support IT Agent with German - L1

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 7, Windows 8, 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

Compulsory skills:

• English and German fluent (written and spoken)
• Problem solver orientation
• Excellent communication and listening skills
• Ability to work in 24/7 shifts Skills,
 

Knowledge & Experience

• Customer facing experience
• Telephone skills with good voice tone and pitch articulation and overall speech quality
• 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

Benefits:
- Reimbursement of agreed certifications
- Private medical subscription
- Motivating salary
- Performance bonuses
- Career path based on continuous learning and development. Internal courses and workshops.
- Multiple ongoing projects thus possibility to change projects/ teams
- Professional environment, access to leading-edge technologies
- Premium customers
- Stability