Level 1&1.5 Support Specialist with German

  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 25.02.2018
    Short company description

    We develop revolutionary products and services that leverage next generation technology.
    We build web, mobile and VR platforms powered by emerging technologies and experience design.


    - 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:
    - Fluency in at least one of the following languages: French / Italian / Swedish / Spanish / Russian / Polish / Dutch / (written and spoken)
    - 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 and 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