Level 1&1,5 Support Specialist with German

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Angajator: Stefanini Romania
  • IT Software
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
  • Actualizat la: 01.01.2019
    Scurta descriere a companiei

    Stefanini IT Solutions was founded in Brazil by Marco Stefanini in 1987. Today, Stefanini is a global services provider, delivering offshore, onshore and nearshore outsourcing, IT consulting, systems integration, application and strategic staffing services to mid-size and large companies around the world.


    Technical Skills:

    - Fluency in English and German (written and verbal);
    - Fluency in at least one of the following languages is a plus: Italian / Spanish / French / Dutch;
    - Proven IT education or 1 year job experience in customer support;
    - Proven remote support know-how (patches etc.).
    - Education & Experience
    - Holds a technical bachelor or university degree;
    - Experienced in working with the tools listed above.

    Ideal profile

    - Proactive in character, willing to work through emerging ideas, solutions or new technologies;
    - Customer facing experience;
    - Problem solver orientation;
    - Excellent communication and listening skills;
    - Strong communication and teamwork skills;
    - Team player;
    - Very good analytical skills;
    - Ability to work in 24/7 shifts.


    Key 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.