Support Analyst First Line (German-English)

Descripción

Responsibilities

Interact with customers via telephone, e-mail and the web, providing technical support and problems solving abilities.

Identify, evaluate and prioritize customer problems and complaints.

Analyze customer problems and formulate plans of resolution.

Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly.

Evaluate new services, processes and technologies introduced at the helpdesk.

Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements

Work with departmental staff to promote, develop, and maintain strong customer service values.

Escalate unresolved issues to support leads, designated (Client) service group.

Requisitos mínimos

Job Requirements

Mandatory languages: German

Basic PC Skills

Good communication skills

Availability to work in shifts: 7x24 (40 hours per week - 5 days per week)

Advanced experience in Organization Development: Service Orientation, Insight, Proactive Cooperation

Basic understanding of the principles, theories, and practices of group dynamics and/or team development

Basic Business Development:, Results Focused, Initiative

Customer-oriented

Experience: No specific experience is required (initial training)