Beschreibung
Role: Product support Engineer (M365 and Adobe product support Consultant)Type of hiring: Festanstellung (Permanent unlimited Contract)
Location: Munich
Start Date: as soon as possible
Language requirement: fluent English AND B2/ C1 level of German (both languages are mandatory)
Job Description:
Responsibilities:
• Provide customer experience with every interaction.
• Engage with customers to support and resolve technical issues through completion.
• Develop, foster and maintain highly effective customer interaction.
• Support installation, configuration, and support of Microsoft Office 365 and Adobe products on various platforms
• Own all aspects of Application Management including application package development/deployment, Information Security, Enterprise Architecture, Audit requirements, vendor management, Change Management, and linkage to the overall service strategy.
• Accurately document all work performed through ticketing system including details and outcomes.
• Ensure accurate and timely resolution of all assigned issues.
• Escalate product bugs or unresolvable cases.
• Notice trends and report reoccurring problems.
• Develop, foster and maintain effective working relationships with engineering to enhance the customer experience.
• Update O365 licenses, subscriptions and user management as necessary
• Share your knowledge with teammates and guide them in the resolution of complex technical problems.
• Collaborate with team members to enhance the customer experience.
• Increase engagement with product vendors.
• Participate in product testing, tool building and pilot new projects.
• Enforce a high-quality customer service culture.
• Stay up to date with technological changes in the industry with internal and external training.
• Support and manage the mobile and its application for the various platform like Android, IOS, BYOD
Skill Requirements:
• Understanding and hands on experience of managed services solutioning in the area of transitions and transformations
• Passionate about delivering the ultimate customer experience.
• Demonstrated professionalism in resolving customer issues.
• Success at working in a team environment where a customer obsessive culture is paramount.
• Demonstrated problem-solving skills including identification of issues, obstacles and opportunities and development and implementation of effective solutions.
• Demonstrated ability to think on your feet and take a methodical approach to troubleshooting.
• Commitment to meet and exceed individual and team KPIs
• Excellent written and verbal communication skills
• Understanding of O365 Suite and environment
• Understanding of O365 capabilities, plans, service descriptions and features
• Experience with desktop administration
• Experience with remote desktop support
• Experience with mobile device management and resolving MAM (Mobile application management) issues.
• Knowledge of concepts and best practices relative to call center methodologies
• Excellent knowledge and troubleshooting experience in support of legacy Microsoft Office Suites (Outlook Add-Ins, MS Visio, MS project, MS project online, Adobe and PST restore and repair etc.)
• Demonstrated Insight: the best and the brightest thinking with the capacity to gain an accurate and deep understanding.
• Demonstrated Execution: ability to take action and follow through.
• Demonstrated Results: ability to makes a difference by successfully exceeding expectations on established metrics.
• MS and Adobe certification level Expert, at least 2 years of experience in a second level support function, at least 3 years of experience in maintenance, custom deployment and testing of Microsoft and Adobe client applications.
Experience:
• Should have minimum 8–10yearsrelevant industry / product supportexperience.
Education Requirement:
• Graduate with 3-year full time course
Terms and Conditions:
• Requires knowledge of English and German at the language level C1 based on the Common European Framework of Reference for Languages
• Location preferred is Munich.