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
Co je potřeba
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JazykyAnglicky – domluvit se Německy – plynule
Nabízíme
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Typ odměnyOdměna/Mzda
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Vzdálená práceHomeoffice Remote
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Pracovní prostředíModerní
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Typ práce nebo projektuModerní technologie
Jaké jsou benefity?
We Offer You
- Full-time or part-time employment with an energetic international team
- Fully paid training
- Option of weekday or weekend working
- Fully home-office option available with PC equipment provided
- A 12-month contract including a 3-month probationary period
- Very healthy base salary
- 20 days of holiday + 3 free days (free days are available after your 1st year of service)
- Meal Vouchers
- Sports Facility Membership (MultiSport)
- Training and regular coaching sessions to prepare you for internal promotions and further career development
- Team building and company events
Paid Training & Free Development
We provide full training in sales and technical skills and the business products of our clients. We share proven methodologies that are led by experienced trainers that ensure your success with us. Regular coaching sessions help you develop a career that prepares you for internal promotions and leadership roles within ICON Communication Centres.