Technical support with Italian/German

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Employer: QUALITANCE
Domain:
  • IT Software
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • BUCHAREST
  • Updated at: 23.03.2018
    Short company description

    We develop revolutionary digital solutions that leverage next generation technologies - AI, blockchain, machine learning, IoT, AR, VR, bringing to life amazing user experiences.

    Requirements

    - Previous similar work experience in technical support operations, including troubleshooting and supporting computer applications and operating systems
    - Knowledge of Microsoft Office, Windows OS and troubleshooting PC hardware and software issues
    - Technical experience configuring and supporting networked workstations, laptops, printers, and related equipment
    - Troubleshooting ability
    - Proven skills in troubleshooting complex technical problems, both hardware and software
    - Demonstrated ability to research solutions and prepare SOPs for new technical problems
    - An ITIL qualification is preferable but not essential

    Responsibilities

    - Answering phone calls in the mentioned languages in the require language field, on a priority established by the team leader
    - Handling emails/web cases/chats, translating them into the appropriate language, depending on customer requirements, as per the service levels agreed in terms of response time
    - Troubleshooting IT problems according to the Standard Operating Procedures (SOP) and process training
    - Correct and complete documentation of all incidents, with accurate description of all troubleshooting steps followed
    - Accurate, complete and correct documentation of the resolution implemented or workaround applied, mentioning the knowledge article used, for all incidents and service requests handled
    - Following-up with other resolver groups for closing open tickets as per end-user requests
    - Sharing with all team members any knowledge obtained through end-user or resolver interactions; this activity is completed through the creation of a new SOP, that will be reviewed by the process trainer and published in the Knowledge Base
    - Assist the process trainer(s) and the management team with any requests or requirements formulated – VOC follow-up, daily/weekly reports or tasks;
    - Suggest and implement process improvement ideas using the LEAN methodology and tools
    - Successfully completing the License To Operate (LTO) and passing the process knowledge test (PKT) on a monthly basis
    - Providing assistance to new colleagues whenever possible
    - Assist the process trainer(s) and the management team with any requests or requirements formulated – VOC follow-up, daily/weekly reports or tasks.