PURPOSE OF THE JOB
To provide customers support in terms of services / software / network / hardware or products in the following language : German at minimum B2 Level CERF Standard .
To handle calls, chats, e-mails, and tickets, to analyze them and solve them depending on the degree of priority and within an optimum time, according to the agreed-on procedures and standards (SLA Service Level Agreement).
TECHNICAL COMPETENCY :
Knowledge of Microsoft Office-
Knowledge about Operating Systems
Knowledge about connecting and installing peripheral equipment Acrobat Reader (searching within the document)
KEY RESPONSIBILITIES :
Acquisition of the specific and required information for performing the job that the Employer provides him / her with.
Receiving requests on the phone, by chat, by e-mail, or requests sent online.
Providing level 1 technical support to solve the requests sent from the customers.
Assesses the complexity of the requests, of the impact and priorities, and offers solutions for their resolution.
Follows the progress of all aspects : appropriate documentation and processing of the ticketing operation.
Appropriate management and timely information on the results of the issues arising depending on priority, impact, and SLA, offers level 1 technical support efficiently.
Observes the working procedures and depending on the complexity of the request, forwards or guides the customer to its helpdesk or to the level 2 technical support agents.
Assimilates and applies knowledge regarding the quality standards of the project.
As a member of a team :
Collaborate with the other members of the team to ensure customer service at the highest standard
Participates in reaching the quality and quantity targets set for the entire team.
Participates in common interest meetings, organized on a regular basis
Reports both progress and issues that occurred to the supervisor,
Offers suggestions regarding the improvement of the services offered and the work processes and participates in team projects.
Shares with the other members of the team agreed on practices and procedures and knowledge related to the project.
Improves continuously and participates in activities aimed to improve the knowledge required for the performance under optimum conditions of the job (communication skills and technical or project-specific knowledge)
PROFESSIONAL SKILLS REQUIRED
Verbal and written communication
Planning and organizing
Attention to details
Problem solving ability
GENERAL SKILLS :
Ethics and integrity
Creativity / Innovation
Respect for the individual
Excellent work standards