Part-time Level 1&1.5 Support Specialist with German

Employer: bitExpert
Domain:
  • IT Hardware
  • Job type: part-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • nationwide
    Updated at: 28.09.2020
    Short company description

    bitExpert - Our pulse is cross-technology software development that beats with every line of code.
    Join our international team of more than 80 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 a growing company focusing on web-development
    • provide future-oriented software-development with modern methods and tools
    • work together with international enterprises, owner-operated companies and digital and com-munication-agencies
    • believe in maximum flexibility (work-location, work-hours, topics, methods)
    • have high quality standards
    • support your personal and professional growth
    • welcome your input
    • collaborate in small teams with shallow hierarchies

    Requirements

    Requirements:

    • 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:

    Monday and Tuesday from 08:00 am until - 1:00 pm;
    Wednesday from 08:00 am until - 1:00 pm (optional)
    A total of 45 hours worked per month

    Responsibilities

    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
    • Perform real-time proactive monitoring and troubleshooting for diverse technologies (highly diverse infrastructure environments: servers, databases, network devices etc)

    Nice to have:

    • Fluency in at least one of the following languages: French / Italian / Swedish / Spanish / Russian / Polish / Dutch / (written and spoken)
    • Proven IT education or 1 year job experience in customer support
    • Proven remote support know-how (patches etc.)
    • Customer facing experience
    • Telephone skills with good voice tone and pitch articulation and overall speech quality
    • Customer focus
    • Positive attitude

    Other info

    What we offer:

    Competitive compensation
    International team of motivated and experienced people
    Work and development in a multinational environment
    Opportunity to learn and grow
    Occasional work from home and flexible working hours