Tech Support / Service Desk Analyst with German

If your #Deutsche language skills are off the charts and you know how to use and #troubleshoot #Outlook ibly even know your way around using call logging software and you have basic understanding of PC #hardware set-up and configuration, I have the role for #you !ur client is one of the best in its domain, the market has to offer!

What We Are Looking For

• Fluent communication (written & oral) in English&German quick learner, self-initiated, team player, open to work in shifts;
• Good Experience with using and troubleshooting Outlook
• Experience in troubleshooting Microsoft Office with emphasis on MS Word, MS Excel MS PowerPoint and Outlook is a plus;
• Experience of using call logging software;
• Previous experience as Customer Support Engineer / Technical Support Executive is preferred;
• Good understanding of infrastructure management processes; good understanding of process framework like ITIL would present a plus;
• Basic knowledge of Microsoft based operating systems with emphasis on Windows X;
• Basic understanding of PC hardware set-up and configuration.
  

Preferred, But Not Mandatory

• Previous Helpdesk (Voice Support) experience;
• MCP/MCSE/CCNA certification.
  

Activities

• Providing technical support; answering support queries via Web, email, Chat and phone
• Maintaining a high degree of customer service for all support queries and adhere to all service management principles;
• Identifying the issue and categorizing / prioritize the incident;
• Referring KB for workaround / resolution and attempting resolution;
• Strong interpersonal skills are a prerequisite;
• Ability to work effectively in a dispersed team and individually;
• Ticket reassignment to PRG's if ticket unresolved by L1/L2 (where ever applicable)
• Routing / chasing of tickets with other PRG's;
• Recording trend of calls and identifying outages proactively; call-backs for customer not reachable cases & customer request;
• Recording/Updating the outage / bulletin message in Remedy / ACD based on the status update received by the PRG;
• Identifying the trend of calls / tickets and highlighting it to TL/SDM as applicable for outage confirmation;
• Call-back the user and confirm resolution (where ever applicable);
• Conducting Audits and Mentor L1 Team Members; Training the L1 team on the process / top issues;
• Ability to prepare the MIS Reports;
• Experience in handling Client Escalations and Client interfacing;
• Drive Quality Initiatives and process excellence;
• Responsible to meet their objectives defined by the project;
• Being compliant to all process and procedures;
  

Benefits

Opportunity to work in a young and dynamic environment;
Attractive benefits package;
Lunch tickets;
Fitness deduction;
Health insurance;
Opportunity to develop and learn constantly;
Access to internal training (job related and soft skills training)

Please apply online with a detailed CV or send the application to . Only eligible applicants will be contacted within 2 week

All information will be treated as strictly confidential.