Informace o pracovním místě
Do you want to have the flexibility to work from home, from anywhere in the Czech Republic? Are you a German-speaking communicative problem-solver, with an analytic approach who enjoys helping people? This could be the job for you! Become part of our international team, which provides technical support for a leading provider specialising in next-generation digital services. We provide free training in technical skills and the business products of our clients.
Main Responsibilities
- Actively participate in communication to customers via phone, emails, chats, and ticketing tool
- Help to implement and improve processes and procedures within your team using strong service-focused solutions
- Actively troubleshoot to identify, assess, record, resolve and/or escalate incidents and service requests from customers
- Respond to all requests and customer enquiries in a timely, efficient, and professional manner.
- To provide first-line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e-mail.
- Ensure you document all interaction on the customer’s account and manage the accounts accordingly
- Handle phone calls and reply to emails from the client
- Offer advice to users on IT-related areas. This will include working as part of a team, sharing knowledge and working together to increase performance standards.
Your Profile
- Excellent verbal and written communication skills in German and good English is required
- Technical help desk experience is considered an asset
- Willingness to learn and gain technical skills and acquire knowledge of the role with provided internal training
- Customer-oriented and motivated with the desire to succeed
- Experience in Service Desk/Tech support providing remote support for Laptops/Desktops is an advantage
- Experience of working within a busy ICT Service Desk environment providing support, running diagnostics and resolving issues is an advantage.
- Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions is an advantage
- Intermediate knowledge of Network collaborations & VPN
- Good time management, ensuring all contacts with customers add value
- Ability to Multitask with good organisational skills
- Ability to work as part of a team or on own initiative.
Analytical and Problem Solving Skills
- Active listening and questioning
- Analytical problem-solving skills to understand issues, evaluate solutions, and work with your colleagues to resolve issues
- Quick thinking skills to resolve issues independently, thoroughly & efficiently
- Display ownership and accountability
- Quickly build trust and confidence with the customer
