IT Helpdesk Support with German

OC Prod is a consulting company in Management and Organization, founded in 2005 in Romania, which currently operates in 6 countries on 4 continents (Canada, Morocco, France, Romania, Vietnam, China).

OC Prod is an international recruitment agency, specialized in areas such as engineering, medical, retail. IT, Finacial, BPO etc.

We are involved, together with our clients, who are also our partners in developing and implementing projects.

• Min 1 year of experience as Help Desk Technician and additional customer support role.
• Good understanding of computer systems.
• Ability to diagnose and resolve basic technical issues.
• General knowledge about retail would be a plus.
• Proficiency in German, French would be a plus
• Excellent communication skills.
• Customer-oriented and cool-tempered.

Serve as the first point of contact for customers seeking technical assistance over the phone, e-mail or chat.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions from, customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.