Support IT Agent with German - Level 1 & 1.5

bitExpert - Our pulse is cross-technology software development that beats with every line of code.

Join our international team of more than 40 colleagues. As different as we are, we all have one thing in common – the curiosity about technology and knowledge. We are an experienced, motivated, purposeful, and cheerful team that is always looking forward to new challenges.

We are looking for a Support IT Agent with German - Level 1 & 1.5 for our growing Bucharest office.

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
• Knowledge of standard office applications such as MS Office, Windows OS, Lotus Notes and specific client applications

Responsibilities:

• 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
• 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

What we offer:

- Training to keep your knowledge and skills up-to-date
- A great team with a lot of development opportunities