Technical Support & Customer Process Solutions with German - flexible

Main Responsibilities

• Actively participate in communication to customers via phone, emails, chats, and ticketing tool
• Help to implement and improve processes and procedures within your team using strong service-focused solutions
• Actively troubleshoot to identify, assess, record, resolve and/or escalate incidents and service requests from customers
• Respond to all requests and customer enquiries in a timely, efficient, and professional manner.
• To provide first-line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e-mail.
• Ensure you document all interaction on the customer’s account and manage the accounts accordingly
• Handle phone calls and reply to emails from the client
• Offer advice to users on IT-related areas. This will include working as part of a team, sharing knowledge and working together to increase performance standards.

Your Profile

• Excellent verbal and written communication skills in German and good English is required
• Technical help desk experience is considered an asset
• Willingness to learn and gain technical skills and acquire knowledge of the role with provided internal training
• Customer-oriented and motivated with the desire to succeed
• Experience in Service Desk/Tech support providing remote support for Laptops/Desktops is an advantage
• Experience of working within a busy ICT Service Desk environment providing support, running diagnostics and resolving issues is an advantage.
• Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions is an advantage
• Intermediate knowledge of Network collaborations & VPN
• Good time management, ensuring all contacts with customers add value
• Ability to Multitask with good organisational skills
• Ability to work as part of a team or on own initiative.

Analytical and Problem Solving Skills

• Active listening and questioning
• Analytical problem-solving skills to understand issues, evaluate solutions, and work with your colleagues to resolve issues
• Quick thinking skills to resolve issues independently, thoroughly & efficiently
• Display ownership and accountability
• Quickly build trust and confidence with the customer