L2 Support with German

Angajator: ALTEN Romania
Domeniu:
  • Customer support - Client service
  • IT Software
  • Tip job: full-time
    Nivel job: 0 - 1 an experienta
    Orase:
  • BUCURESTI
  • Job la nivel national
    Actualizat la: 15.04.2021
    Scurta descriere a companiei

    ALTEN Romania, part of the international ALTEN Group - with a unique position as Leader in IT & Engineering Consulting, provides support for its clients’ development strategies in the fields of innovation, R&D and IT systems since 1996. The company comprises 2 divisions specialized on its core capabilities: ENGINEERING and IT. These two divisions are: ALTEN TECHNO and ALTEN KEPLER.

    Cerinte

    To ensure success in this role, you need the following experience and skills:

    • Strong verbal communication skills in German (C1/C2) and English;
    • Experience with an IT Service Management tool (BMC Remedy or similar);
    • Strong reporting and analysis skills;
    • Customer service-oriented;
    • Good analytical & troubleshooting;
    • Overview of support and maintenance;
    • Flexible attitude and can-do attitude.

    Responsabilitati

    About our open position: L2 Technical Support with German

    • As an L2 Technical Support, you will be responsible for providing IT services in the area of the Help Desk for Business Systems/Applications.

    A typical day might include the following:

    • Taking internal customer calls;
    • Receiving incidents and problems via phone, email, or ticket-system regarding all supported Unity Media applications to provide direct resolution to the customer or the functional escalation to the responsible 2nd level teams;
    • Assessing the business impact (define ticket severity) and driving incident resolution process (ticket ownership);
    • Ensuring service level agreements’ fulfillment;
    • Optimizing permanently the activities, maintenance, and enhancements for own support tools are part of the role.