Level 1&1.5 Support Specialist with German

EEU Software is a fast growing software development company. We started in early 2000 and specialised in Java projects. The 80 programmers in EEU are all together a young, dynamic and highly professional team. We have implemented various applications in Europe and overseas, in countries like Spain, UK, Argentina, USA, Germany, Finland, Switzerland, France and more. EEU Software is Microsoft Partner, IBM Core Partner and Oracle Gold Partner. Our company uses the highest quality standards being ISO 9001 certified by a well-known austrian company, TUV.

Working time: Monday through Friday, 7:30 AM until 10 PM
Saturday, 7:30 AM until 4 PM

Mandatory skills:

• Fluency in German & English (both written and verbal)
• Good General IT Knowledge
• Problem solver orientation
• Very good analytical skills
• Ability to work in shifts

Nice to have skills:

• 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

Tasks and 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

Benefits:
- Reimbursement of agreed certifications
- Private medical subscription
- Motivating salary
- Performance bonuses
- Career path based on continuous learning and development. Internal courses and workshops.
- Multiple ongoing projects thus possibility to change projects/ teams
- Focus on Java technologies
- Professional environment, access to leading-edge technologies
- Premium customers
- Stability