L1 IT Support Agent with German

Employer: confidential
  • Customer Support - Client Service
  • Job type: full-time
    Job level: Student/Graduate
  • nationwide
    Updated at: 23.02.2019

    Compulsory skills:
    • English and German fluent (written and spoken)
    • Problem solver orientation
    • Excellent communication and listening skills
    • Team player
    • Very good analytical skills
    • Eagerness/willingness to learn
    • Fast learner
    • Ability to perform under pressure
    • Ability to multi-task
    • Ability to work in 24/7 shifts Skills,
    Knowledge & Experience
    • Excellent analytic know-how for complex incidents
    • Customer facing experience
    • Telephone skills with good voice tone and pitch articulation and overall speech quality
    • Customer focus
    • Positive attitude
    • 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


    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