Support Analyst First Line Agent (with German)Jornada:
Responsibilities
* Interact 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: German
Skills and Qualifications:
* Basic PC Skills
* Good communication skills
* Availability to work in shifts: 7x24 (40 hours per week - 5 days per week)
* Advanced experience in Organization Development: Service Orientation, Insight, Proactive Cooperation
* Basic understanding of group dynamics and/or team development principles, theories, and practices
* Basic Business Development: Results Focused, Initiative
* Customer-oriented mindset
Experience: No specific experience required; initial training provided.
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