L1.5 Support Specialist with German

A COLOURFUL GROUP OF PEOPLE PASSIONATE ABOUT TECHNOLOGY & THE WONDERS OF INFORMATION

This is us. A fast-moving team, senior enough to assure effectiveness, but young enough to be flexible and transparent, we started out in 2000 as a privately-owned-and-managed business.

We’re a company with a soul, driven by our values and dedicated to fulfilling our mission to offer world class services, by continuous learning. Our Paladins (just employees in some companies) are empowered to work hard, move up and stand proud.

With active investment in our people's professional development and with the creative-InCrys-touch, we support our clients throughout the project's life cycle, providing end-to-end technology solutions for mission critical systems, products and services.

• Fluency in spoken and written both German and English
• Technical background
• Very good problem solving skills
• Very good analytical skills
• Ability to perform under pressure
• Fast learner, positive attitude
• Great communication skills

Working hours:

• Monday to Friday, from 7 am to 10 pm (3 shifts by rotation)
• Saturday from 9 am to 6 pm (By rotation)
• Oncall from 10pm to 9am (By rotation)

• Providing initial remote technical software & hardware support to clients by phone/mail/ticketing tool
• Analyzing problems/situations, understanding problem impact on client business
• Applying problem solving techniques
• Responding to client queries, providing timely resolutions to client issues
• Logging all related activities for each customer query and handling client data securely
• 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
• Maintaining highest client satisfaction
• Maintaining positive client relationships even in severe and pressurized situations

Benefits:

• Medical insurance
• Annual team building
• Opportunities to learn and grow your skills
• Access to online benefits and learning platform
• AFI Discount Card
• Gym membership discount - WorldClass