IT Operations Analyst with German

Employer: SalesConsulting
Domain:
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • Brasov
  • Updated at: 25.05.2019
    Short company description

    Sales Consulting activates on the HR market since 1998, having a national coverage in several areas of expertise: recruiting and selection assessment center HR market mapping/due diligence projects, personnel leasing, payroll.

    Sales Consulting has 2 fully operational branches: Cluj-Napoca (also the head-office) and Bucharest.
    We are developing various projects (Recruitment, Training and Consultancy) in some of the most varied type of industries:
    - AUTOMOTIVE/PRODUCTION/ENGINEERING (Specialists and Middle & Top Management positions)
    - OUTSOURCING (BPO/SSC/CC)
    - IT & C (C++, C#, .NET, Java, Linux etc)
    - FMCG (sales & purchasing positions; all levels)
    - PHARMA (all levels)

    Requirements

    • Fluent in English (B1-B2)
    • Fluent in German (B2-C1)

    Responsibilities

    • Ensures proper documentation, notification, escalation, tracking and follow-up
    • Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation
    • Performs customer request/problem identification and follow defined procedures to resolve correctly and timely; documents troubleshooting efforts and customer information in data capture tool and, when required, transfers call or promptly notify responsible party for further investigations and resolution
    • Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention
    • Shares information required for the team to be successful and creates knowledge base articles once information is validated with TL and L2 Teams.
    • Acts as the primary knowledge resource for a product/service and uses this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead, and promotes client products and services by suggesting additional or alternative products to meet customer’s needs
    • Contributes and maintains knowledge of customer and customer-specific business environment, customer Service Level Agreements and department’s/product’s key performance requirements
    • Follows up on incidents to ensure customer satisfaction; completes outbound customer contacts to resolve customer issues or recommends products/services, e.g., follows up on customer issues; completes and resolves non-call customer contact requests received by email, self-service portal or chat
    • Assists with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement

    Other info

    Via Sales Consulting, your application will be received by our client.