Job posting for:

Technical support Agent English- 4 people, Deutsch + English - 6 people

Job Family: Top Call Centre  and technical support Agent

Job Description:  Answer incoming calls from customers to take orders, respond to technical and non-technical enquiries, handle customer complaints, troubleshoot problems, identify and escalate issues, the customer’s problems and requests, records relevant information. Resolves or scale incidents and optimizes system performance while respecting predefined service levels (SLA). Knows how to monitor the outcome of the solution and the resulting customer satisfaction. Interacts with users, applies the basic knowledge of the product to respond to user requests. Solves accidents by following established procedures. Systematically interprets user problems by identifying solutions and possible side effects. Use the experience to identify user problems and query on the KDB to find possible solutions. Scale complex and unresolved problems. Record and track problems from start to finish. Manages the support process and is responsible for the agreed service levels (SLA).

He is familiar with:

  • The relevant ICT applications and the organization of its contents;
  • The company escalation procedure;
  • Software distribution methods and application correction procedures and file transmission methods applicable to;
  • With the IT groups for the call routing and software fixes the information sources of potential solutions;
  • Effectively interrogate users to establish symptoms;
  • Analyse the symptoms to identify the area where user errors occur;
  • Technical failures deploy the support tools needed to track, systematically, the cause of the error or technical failure;
  • Communicate clearly with the end user and provide instructions on progress in solving problems;
  • Record and code problems to support the growth and integrity of online support tools;
  • Quickly identifies the faulty component, selects between various alternatives such as repair, replace, and reconfigure.

We are seeking for the candidates with the next specified skills:

  • High IT Skills; Graduated in Informatics (IT and Telecommunications);
  • Microsoft Operation System (WIN 7 and/or WIN 10);
  • Microsoft Office Sweet;
  • Germany Support:
    • Knowledge of German (Level B2) and;
    • Knowledge of English (Level B2);
    • Will have priority the candidates who know Italian language in addition of  ( it is a PLUS);
  • Luxembourg Support:
    • Knowledge of English (Level B2);
    • Will have priority the candidates who know French and/or Italian languages in addition of  ( it is a PLUS);

What we offer:

Is seen a period of training for this profile, for the countries: Germany and Luxembourg, and on the specifics of the States where we are going to provide the service;

  • The company offers trainings on the trouble shooting system and its architecture of Services Flow Process, univocal for all the EU States (Service NOW Software application);
  • Asset Management module (in S-Now) and its tracking Flow with a logistical involvement process;
  • Security policy of connection on the IT customer’s Architecture;
  • Software distribution procedure as tools for remote support solutions;
  • The Knowledges on the IT local architecture and the number of services included in the contractual perimeter, as far as to be able to route  the issue to the group that is providing that specific kind of service and assistance;
  • The Company assures a coaching period, in the way to achieve the necessary skills for the Start-Up;
  • A competitive income.
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