Our customer:
Our client is a global digital service provider that was ranked 3rd in the Forbes best regarded companies in 2019 and had a turnover of 12.6 billion last year.
With more than three decades of experience and more than 228,000 employees, this company is one of the largest IT companies in India.
Content of the role:
Customer Technical Support (Level 1 or Level 2) agents are the first point of contact for technical issues, service recovery, user advice, and other service requests. In order to provide prompt, efficient, and accurate answers, agents should approach each problem with a systematic and analytical approach. In addition, they should show empathy and professionalism in daily communication with clients and customers.
Tasks:
- Active troubleshooting to identify, evaluate, record, resolve and/or escalate incidents and service requests to ensure that they are handled within an agreed timeframe, within agreed processes, and in a professional and customer-oriented manner.
- Providing a first-line support service through the service desk that takes incidents and service requests through various channels such as telephone, intranet and email.
- Provide updates to customers regarding specific incidents and manage a trouble ticket until resolution.
- Update incidents with detailed and relevant information in a timely and effective manner.
Job Requirements:
- Practical knowledge of MS Office products.
- Fluent in written and spoken German
- First experience (6-12 months) in an IT support helpdesk function or similar experience
- General support knowledge of operating systems on different platforms, general applications such as MS Outlook, MS Excel, Lotus Notes, etc.
- Customer orientation.
- Analytical problem solvers.
- Willingness to work on a rotating roster.
- Knowledge of registry fix, patch upgrades, security, encryption, VPN, networks, anti-virus & IT security.
Why you should apply:
- Salary range between 30,500-31,500€ + shift bonus.
- Strong local growth with great opportunities for advancement and further training. Since its foundation 2 years ago, the site has grown to 140+ employees
- Technical certifications (e.g. ITIL)
- Very diverse international environment
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