Level 1&1.5 Support Specialist with German
InCrys is a provider of complete Technology and Consulting Services, founded in 2000. Headquartered in Bucharest, Romania, with offices in London and Rotterdam, we deliver Testing, Application Development Outsourcing, Remote Server Administration, Business Analytics and Optimization (BAO) and Software Packaging services to clients in Western Europe, USA and Canada.
A result of the many certifications held by our specialists, our acknowledgment in 2010 as IBM Premier Business Partner is one of the accomplishments that guarantee our status as trusted Software Solutions provider. We have become a leading offshore outsourcing provider by consolidating on our employees’ extensive work experience, knowledge of state-of-the-art technologies, and excellent language skills.
Our focus on employee training and continuous development lead to a record-setting attrition-rate, of only 6% in 2013.
InCrys is now undergoing an active recruitment process, and we’re especially in need of software development specialists, infrastructure specialists and testers. We have approximately 300 professionals involved in complex software outsourcing projects, and we aim to significantly expand our team by at least 20% by the end of this year.
For further information please visit www.incrys.com
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).
- Motivating salary;
- Good working environment;
- Medical insurance;
- Annual team building;
- Trainings and certifications.