Beschreibung
JOB DESCRIPTION FOR SERVICE DESK ( GERMAN SPEAKING)
Short version
1. L1 agent expected to troubleshoot day to day IT related issues via calls, chats and e-mails
2. Fluent German (C1/Native) is a must-have
3. Fluent English (min B2/C1) is a must-have
4. Experience in help desk, customer service with problem solving involving hardware/software/network problem diagnosis
5. Good working knowledge of Windows/MAC OS, MS Office, Internet browsers, Antivirus and Firewall software, PC hardware, desktop/laptop and peripheral devices (printers, scanners)
6. Customer service experience required
Long version
Daily Activities:
• Providing hardware/software/network problem diagnosis and resolution via telephone/chat/email for end users.
• Routing problems to support groups
• Providing user access in various systems
• Using the Call Tracking system to document and manage problems, work requests and their respective resolutions and circumventions.
Soft skills:
• Fluent German (C1/Native) is a must-have
• Fluent English (min B2/C1) is a must-have
• Excellent communication skills (both verbal and written)
• Analytical thinking
• Great customer handling skills
• Ability to acquire new information quickly and the willingness to do so at all times
Technical requirements:
• Good working knowledge of Windows/MAC OS, MS Office suite, Internet browsers, Anti-virus and Firewall software, PC hardware, desktop/laptop and peripheral devices (printers, scanners)
• Knowledge if remote desktop connectivity applications (logmein, TeamViewer, Bomgar, etc.)
• Understanding of the IT environment and readiness to learn new processes and technologies
Years of experience:
• 6 months to
• 1 year of previous IT experience (technical support and customer service)