Technical Support with German

VON Consulting is an HR Consultancy company, providing solutions and services in the following areas: recruitment and executive search, personnel leasing, payroll, administration and training.

Requirements:

• B2 or higher German and English language skills;
• Analytical and quick learning skills;
• Familiar with Windows environment and MS Office Suite ;
• Any University degree is considered an advantage;
• Experience in offering support to end-users, either by telephone, e-mail or chat is considered an advantage;
• Attention to details.

Role Purpose:

To offer technical support over the phone, via web, via chat, via e-mail or various interactive platforms.Focused on validating and coordinating a variety of Service Requests from the customer’s end user regarding their hardware and software use.


Responsibilities:

• Use technical and diplomatic skills in guiding the client through the necessary steps to restore functionality by troubleshooting, diagnosing and correcting technical faults.
• Responsible with restoring the functionality, either by solving the issues yourself or by assigning it to colleagues and follow the process until functionality is restored.
• Collaborate with colleagues, share information and work together towards identifying and solving major service issues.
• Effectively use the knowledge base in troubleshooting and resolving problems and identify any knowledge gap.
• Take into consideration all relevant objectives, policies and procedures, and be an active participant in quality initiatives.
• Follow agreed deadlines, according with the Customer SLA
• Discuss with the Team Leader about any process gaps encountered or about improvement ideas.