Requirments:

• B2B Tech Support Profile, German C1 and English B1/B2 or French C1 and English B1/B2
• Microsoft/Software/Cloud or similar work preferred
• Ability to efficiently manage direct customer contact via phone and email
• Ability to analyze log files
• Ability to follow pre-defined troubleshooting scenarios
• Ability to think systematically about troubleshooting tech issues 

Responsabilities:

• Take ownership of cases from Pod queue when has spare capacity available
• Own customer relationship and interaction for cases, be single point of contact for customer
• Collect missing information needed to scope, resolve, or reproduce case
• Follow troubleshooting scenarios to scope, resolve, or reproduce cases
• Ask EESME/Pod EE for assistance when not able to scope/solve a case efficiently due to lack of skills, tools, or permissions
• Decide when to escalate an owned case out of Pod (after consulting Pod Escalation Engineer if unsure about decision)
• Create escalation tickets and monitor / follow up on issue until case can be closed
• Log reasons for owned cases that have not been closed in <1 day

Benefits:

• Fixed salary + monthly performance bonus
• Lunch vouchers & Easter gift vouchers
• Full private medical insurance
• Online library access for passionate book readers
• Various discounts for gym classes & other recreational activities
• Biannual fixed bonuses based on seniority within company

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