Technical Support Rep. (24/7) – German

Technical Support Rep. (24/7) - German - Maarsen

Technical Support Representative (24/7 role) - German - Maarsen

Company

International IT company in Maarsen.

Main tasks

Provide solutions to customers whose service contract has expired
Identify and resolve technical issues affecting customer client systems
Troubleshoot technical issues of our client's customers.
Supports the customer in all aspects through to problem resolution
Keep the customer informed and updated throughout life of incident
Administration - execution of offers and orders and completing of all administration required

Requirements

Native/Very fluent German
Fluent level of English
Can work with a wider set of products (e.g. operating system, networking, PCs, Oracle), with only limited support and some supervision. Or can be responsible for successful operation of several service components. Can do basic configuration of software. Knows when problems are "beyond me".
Can follow the processes and use the systems required (e.g. call management system, basic diagnostic tools, customer's processes). Can conform to processes (e.g. to change control). Documents actions taken.
Knows the overall service level required by the customer. Escalates before it is too late.
Listens, understands the problem. Communicates clearly with customer, colleagues and managers. May be able to run short training/workshop sessions in own area of knowledge.
Obtains the information required; diagnoses and resolves more difficult problems in a timely manner. Shows tenacity in resolving problems.
May deal with problems escalated from the first level. Willing to contribute to the team. Creates effective working relationships. Seen as an asset to the team.
Is generally aware that different resolutions have different cost implications.
Can quickly learn about unfamiliar products. Contributes to own development and is prepared to take some responsibility for it.

Please note that this is a 24/7 shift position.

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