Beschreibung
for our client in the field of energy we are looking for an application-supporter (m/f/d)Start: asap, latest start possible 01.09.22
Duration: 12 MM++
Location: fully remote, willingness to perform on-site in Karlsruhe for important appointments desired
Workload:100%
The application helps all users and supporters of Trading processes to be more effective by providing a single point of contact for all IT issues, providing high quality proactive customer support and owning tickets until theyare resolved.
Main tasks and responsibilities
•Answers and responds to inbound calls or electronic requests from customers
•Creates and/or documents all support calls within the company’s ITSM tool followingcompany standards
•Applies skills to resolve tickets at the service desk before referring to other team membersor teams for additional support, owns the tickets until fully resolved
•Analyses and resolves all application software or hardware incidents and requests from end-users
•Creates and maintains the knowledge base to improve the ability to resolve issues on firstcontact
•Responsible for providing on-call support as needed
Required skills
•Experience in first and second level support
•Experience in analysing issue patterns in larger IT applications landscape, including Cloudservices
•Experience in writing runbooks and operational procedures for a knowledge base
•Handles customers’ issues or requests with aprofessional attitude and user communication
•Can stay calm in pressing situations and emotionality
•Mature in speaking and writing English and German language
Do you have free capacities and can support our client?
I look forward to hearing from you with the following information:
- Your current project availability (earliest start).
- Your maximum workload/week total
- Your hourly rate
- Your current profile