Support Specialist with German

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Employer: SII Romania
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 26.04.2017
    Remote work: On-site
    Short company description

    We are a leading technology company who constantly empowers people to envision and reach their full potential.

    People are the foundation of our company. This is why we encourage and support them in every initiative and step of their career, valuing talent, energy and commitment over immediate resources’ availability and empty numbers. The engine of our growth and performance is being powered by their
    open-mindedness, fairness, and team spirit.

    What sets us apart is our ability to take up new challenges and learn every day in our common effort to exceed our customers’ expectations and expand the frontiers of technology innovation.

    We identify gifted, open-minded and committed specialists, willing to evolve both as professionals and as human beings and we put all our efforts in helping them perform at their best.

    We welcome people:
    • Eager to take on new challenges and learn new things;
    • Who put their heart, mind, and soul into everything they do;
    • Who enjoy sharing knowledge and have team spirit.

    If you are ready to engineer your future, join our team now!

    Requirements

    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

    Responsibilities

    Providing initial remote technical software & 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

    Other info

    Nice to have:
    Fluency in at least one of the following languages: French / Italian / Swedish / Spanish / Russian / Polish / Dutch / (written and spoken)
    Proven IT education or 1 year job experience in customer support
    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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