Customer Technical Support Representative with German and English

Location: Remote

As a Customer Technical Support Representative, you will be providing Internal/External Customer Technical Support Services and supporting customers in their navigation and use of applications, hardware and software necessary to complete actions related to doing business with the client. The primary function of these Help Desk services is to restore technical function as resolution to allow the customer to return to their business process as quickly as possible.

• Interacting with customers who are contacting technical support for assistance via phone
• Collecting and verifying information provided from the contact to accurately and quickly deliver solutions that restore service
• Identifying correct knowledgebase solutions to use in performing necessary steps to deliver solutions that restore service
• Working within a service management application to provide case logs for restoration rate accountability and process adherence
• Escalating unresolved issues to the next level of support when required by process
• Adhering to Priority service levels and assigning these appropriately for the described issue using provided support processes
• Engage with first level support contacts from internal/external end-users
• Communicate resolution to software/hardware errors & malfunctions
• Provide feedback on procedures
• Troubleshoot/dispatch basic hardware issues
• Probe, isolate, and troubleshoot supported application problems
• Handle general ID resets, email issues, Internet Explorer issues
• Responsible for meeting established individual and team performance targets including service level, resolution, productivity, and quality standards
• Maintain up-to-date knowledge of products, services, and resource materials to provide adequate support and accurate information to customers
• Adhere to established attendance and punctuality guidelines

• English and German at B2 level minimum
• Excellent customer service skills
• Excellent probing and troubleshooting skills
• Ability to identify, adapt, and apply approaches in problem solving
• Attention to detail
• Entry level technical aptitude as it relates to installed software, internet browsers and peripherals such as printers

• Medical care with dentist for you and your family
• Cafeteria benefits & multisport card
• Recognition program
• Employee Assistance Program- emotional and wellness support
• Opportunities to develop: co-financed training programs, free training platforms
• Opportunity to make a difference: volunteering programs
• Great atmosphere, no dress code, fun team :)