L1&1.5 IT Support Specialist with German

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Employer: confidential
Domain:
  • Customer Support - Client Service
  • IT Hardware
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • nationwide
    Updated at: 07.09.2017
    Requirements

    Skills, Knowledge & Experience:
    • 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
    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
    • Telephone skills with good voice tone and pitch articulation and overall speech quality • Customer focus
    • Positive attitude

    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