Level 1 Support Specialist

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Employer: EEU Software
Domain:
  • IT Software
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • BUCHAREST
  • Updated at: 03.12.2016
    Short company description

    EEU Software is a fast growing software development company. We started in early 2000 and specialised in Java projects. The 80 programmers in EEU are all together a young, dynamic and highly professional team. We have implemented various applications in Europe and overseas, in countries like Spain, UK, Argentina, USA, Germany, Finland, Switzerland, France and more. EEU Software is Microsoft Partner, IBM Core Partner and Oracle Gold Partner. Our company uses the highest quality standards being ISO 9001 certified by a well-known austrian company, TUV.

    Requirements

    Those who will work on our Level 1 Support projects need to have:

    • English/German fluent (written and spoken) - It is mandatory to speak English/German, because this is how we are communicating to our clients.
    • Problem solver orientation
    • Excellent communication and listening skills
    • Very good analytical skills
    • Eagerness/willingness to learn
    • Willingness to travel
    • Ability to work in 24/7 shifts

    It will be great to have also:

    • Fluency in at least one of the following languages: French / Italian / Swedish / Spanish / Russian / Polish / Dutch / (written and spoken)
    • General understanding of IT tools and processes
    • Proven IT education or 1 year job experience in customer support
    • Proven remote support know-how (patches etc.)
    • Customer facing experience
    Another “nice to have” would be willingness to become (sometimes) a Java programmer :)

    Responsibilities

    The work day will for a Level 1 Support Specialist looks like this:

    • 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 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

    Other info

    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
    - Focus on Java technologies
    - Professional environment, access to leading-edge technologies
    - Premium customers
    - Stability