Support Analyst First Line Agent (with German)
Jornada:
ResponsibilitiesInteract with customers via telephone, e-mail, and the web, providing technical support and problem-solving abilities.Identify, evaluate, and prioritize customer problems and complaints.Analyze customer problems and formulate plans of resolution.Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly.Evaluate new services, processes, and technologies introduced at the helpdesk.Participate in departmental training activities, including programs supporting new technologies, procedures, and customer service enhancements.Work with departmental staff to promote, develop, and maintain strong customer service values.Escalate unresolved issues to support leads or designated (Client) service groups.Mandatory languages:
GermanSkills and Qualifications:
Basic PC SkillsGood communication skillsAvailability to work in shifts:
7x24 (40 hours per week - 5 days per week)Advanced experience in Organization Development:
Service Orientation, Insight, Proactive CooperationBasic understanding of group dynamics and/or team development principles, theories, and practicesBasic Business Development:
Results Focused, InitiativeCustomer-oriented mindsetExperience:
No specific experience required;
initial training provided.
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