German-speaking Service Desk Agent

Type:

Job

Languages:

German

Full Time

German-speaking Service Desk Agent remote in Romania Responsibilities: To improve user confidence in the use of computer software, being empathetic to a variety of new and experienced learners' needs. Help to implement and improve processes and procedures within the team allowing strong service-focused deliverables. Actively troubleshoot to identify, assess, record, resolve and/or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes, and in a professional and customer-sensitive manner. Required skill set: Analytical and Problem-solving skills Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts, and further effort to resolve issues Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues Problem-solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently Display ownership and accountability Quickly build trust and confidence with customers Own and resolve customer issues efficiently, effectively, and empathetically Mandatory requirement for experienced candidates: Min 6 months’ work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc. Intermediate knowledge of T/S Small Forms (iOS, Android, Windows) Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite Basic networking knowledge Time Management Skills Being proactive and showing the utmost respect for customer’s time Good time management, ensuring all contacts with customers add value Ability to Multitask Aptitudes: Identification of problems and solutions Working knowledge of MS Office products General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc. Ability to work as part of a team or on own initiative. Customer focused Proactive Self-Motivated Patient Innovative Flexible Education and other requirements: Experience (6-18 Months) Experience in call center environment