Support Analyst First Line (German-English)

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.

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)

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