Support IT Agent with German - Level 1 1.5

We are a leading technology company who constantly empowers people to envision and reach their full potential.

People are the foundation of our company. This is why we encourage and support them in every initiative and step of their career, valuing talent, energy and commitment over immediate resources’ availability and empty numbers. The engine of our growth and performance is being powered by their
open-mindedness, fairness, and team spirit.

What sets us apart is our ability to take up new challenges and learn every day in our common effort to exceed our customers’ expectations and expand the frontiers of technology innovation.

We identify gifted, open-minded and committed specialists, willing to evolve both as professionals and as human beings and we put all our efforts in helping them perform at their best.

We welcome people:
• Eager to take on new challenges and learn new things;
• Who put their heart, mind, and soul into everything they do;
• Who enjoy sharing knowledge and have team spirit.

If you are ready to engineer your future, join our team now!

Compulsory skills:
• Fluency in German & English (both written and verbal)
• Good General IT Knowledge
• Problem solver orientation
• Very good analytical skills
• Excellent communication and listening skills (both written and verbal)
• Strong communication and teamwork skills
• Team player
• Eagerness/willingness to learn
• Fast learner
• Ability to perform under pressure
• Ability to multi-task
• Ability to work in shifts

Tasks and Activities:
• 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