L1 Support with German

• Speaks German at an advanced level (C1) and English at medium level (minimum B2).
• Team working skills.
• Understanding the offered solutions and correctly managing IT troubleshooting and troubleshooting systems.
• Capability of constantly following the technical documentation update and including the production, testing and deployment phase.
• Communication Skills / Socially skilled.
• Attention, vigilance, conscientiousness and high accuracy in work.
• Ability to identify customer problems.
• Customer and Service oriented person.
• Flexible attitude and can do attitude in front of difficult / unpredictable situations.
• Ability to prioritize tasks, analyze, report, and solve problems.
• Taking decision in a timely manner.

• Takes internal customer calls.
• Solves problems and incidents by phone, email and / or ticketing system according to the agreed procedures in order to ensure the direct solution to the client and to coordinate the solutions for problems with other groups (dispatching).
• Access requests resolution – creation/modifying/deleting accounts and rights by applying access rules, depending on the positions occupied by the applicants.
• Manages all escalations/ complaints received on team’s shared mailbox.
• Collects user and account information (department, organizational chart, accesses, profiles, roles, etc.) for internal reporting for the German Demand team/ external for partner companies and agencies.
• Assesses the business impact (define ticket severity) and driving incident resolution process (ticket ownership).
• Gathers all the necessary data for internal reporting.
• Ensures service level agreements’ fulfillment.
• Improves first time fix and first level resolution rates by sharing the information with Level 1 agents.