Level 1&1.5 Support Specialist with German

Employer: QUALITANCE
Domain:
  • Customer Support - Client Service
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • BUCHAREST
  • Updated at: 28.04.2017
    Short company description

    At QUALITANCE we work with a blend of Fortune 500 companies and early startups to help them design, build, test and run everything software - from large ERP solutions to highly-scalable consumer facing products - on a large variety of platforms - mobile, cloud, web and desktop.

    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

    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
    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