Technical Customer Support (Düsseldorf or Berlin)
The company
Our client is one of the leading providers of business consulting, information technology solutions and outsourcing services for global enterprises, with offices all over the globe. They are looking for new talents to join their service desk team in Germany.
Job Description
Technical Customer Support Agents (Level 1 & Level 2) are providing first level of contact for technical issues, service restoration, advice to users and other service requests. In order to provide prompt, efficient and accurate responses, agents should approach every issue with systematic and analytical way. Also, they should show empathy and professionalism in everyday communication with clients and customers.
Desirable Skillset
Analytical and problem-solving skills | Active listening and questioning | Attention to detail | Customer focused - building relationship with a customer | Efficiency and empathy | Proactiveness and accountability
Duties and responsibilities
- Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner
- To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e-mail
- Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution
- Update incidents with detailed and relevant information in a timely and effective manner
Profile of a candidate
- Experience (or deep interest) in providing remote customer/technical support, ideally in a fast-paced service desk environment
- Customer focused, interested in providing excellent support, diagnostic and resolution
- Familiar with Windows, MS Office suite, Android and iOS
- Desirable, but not mandatory: knowledge about Registry Fix, Patch upgrades, Security, Encryptions, VPN, networking, Anti-Virus & IT Security
Requirements
- Education or training in technical field is highly desirable
- Experience in fast-paced and customer-oriented role(s)
- Willingness to work in rotational shifts
- Fluent (C1 or higher) level of German language and oral and written communication
Contract: Full-time, directly with the client
Location: Düsseldorf or Berlin, Germany
Start date: Negotiable, October or November 2020
Important: Candidates have to be eligible to work full-time in Germany. Unfortunately, we are not sponsoring visas at the moment. Thank you for understanding.
If you would like to find out more about the role or you are interested in more senior IT opportunities, please feel free to contact Neva Klaric at neva.klaric(at)cpl.ie
LanguageJobsOct20