Beschreibung
To be considered as a successful candidate for this position, you should have the following education or relevant experience/skill:• IT graduate degree
• experience in TCL/Unix a benefit
• experience in telecommunications a benefit
• experience as first level support and problem analysis
• customer oriented attitude and excellent organization and communication skills is a must
• proficiency in written and spoken German and English is mandatory
• be able to work in a team but also independently and without constant guidance and supervision
• willingness to work with international customers and colleagues
Tasks of the position:
1. Manage customer support cases from start to finish
• handle different entry channels (phone, email, website, fax)
• support requests in different languages
• enter issues into the service module of the CRM system and other supporting systems
2. Manage issue analysis & issue solving
• manage communication to the customer or partner
• solve issue directly or escalate and coordinate issue solving activities with 2nd level support or external suppliers
• maintain history of issues in the CRM system
• maintain knowledge base of common solutions
3. Produce regular reports for internal use, for customers and for associations (KPI reports etc.)
4. Support and backup of registration service.