Level 1&1.5 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.

MANDATORY SKILLS:

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.

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. Working time: Monday through Friday, 7:30 am until 10 pm Saturday, 7:30 am until 4 pm, German&English (any other language is a plus).

BENEFITS:

- Motivating salary;
- Good working environment;
- Medical insurance;
- Annual team building;
- Trainings and certifications.