Job details

Category : Customer Service   |   Location : Dusseldorf

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IT Support Specialist

Date : 2019-04-24 04:33:15

Purpose of the position :
Ensure customer satisfaction by providing in-depth technical research and information needed to resolve in-depth technical problems in an accurate, professional, and timely manner, in the respect of our SLA.
Communicates problems resolution strategies and status to the customer in an accurate, professional, and timely, manner, in the respect of our SLA
Duties :
 Answering and logging incoming calls
 Resolves customer and field inquiries regarding current the company product behavior.
 Owns and drives resolution of customer’s cases. Maintains records of cases, defines resolution action plans and follows through to case closure, ensuring customer satisfaction of their support experience.
 Organizes the provision of product fixes to customers, coordinating necessary resources to ensure the availability is timely, efficient and satisfactory.
 Promotes customer advocacy and satisfaction throughout the company.
 Works with other the company’s departments to maintain a quality of customer interaction consistent with corporate standards.
 Contributes to extended research on customer-reported technical problems which are not known or cannot be resolved during initial investigations.
 Researches problems using the product source code and other diagnostic methods. Consults with customers as required to collect diagnostic information
 Interfaces with engineering groups (L3 ECO) as a consult point for further diagnosis of complex issues and to organize delivery of product fixes to customers, coordinating necessary resources to ensure delivery is timely, efficient and satisfactory.
 Make sure customer P0/P1 reported cases are dealt with promptly.
 Be involved in the management of critical account situation
 Enters appropriate and accurate data on technical problems in support case tracking system, for reference and historical purposes.
 Documents technical issues for the benefit of others as needed.
 Work on technical product related projects, as required.
Your Profile:
 A Bachelor’s degree with Computer Science is normally required.
 Effective verbal and written communication skills, tact and diplomacy in dealing with sensitive customer issues, exceptional follow-through ability and good organizational skills.
 A minimum of 2 years’ experience in a technical support environment and a general understanding of data base applications or development tools are required.
 Good knowledge of the case tracking tool and other tools used by Global Support
 Capacities to deal with and manage stressful situations
 Good Knowledge of database and SQL language
 Fluent English and German skills
If you are interested send your CV to Meike Luiz: meike@approachpeople.com

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Approach People Recruitment was first established in 2000 and has, since then, become a leader in International Recruitment in Western Europe. We work closely with many of the World’s leading Multinational Companies to find their future talents.

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