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Support Analyst First Line
hace 3 meses
Responsibilities
• Interact with customers via telephone, e-mail and the web, providing technical support and problems solving abilities.
• Identify, evaluate and prioritize customer problems and complaints.
• Analyze customer problems and formulate plans of resolution.
• Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly.
• Evaluate new services, processes and technologies introduced at the helpdesk.
• Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements
• Work with departmental staff to promote, develop, and maintain strong customer service values.
• Escalate unresolved issues to support leads, designated (Client) service group.
• Mandatory languages: German and English
• Basic PC Skills
Good communication skills
Availability to work in shifts: 7x24 (40 hours per week - 5 days per week)
Advanced experience in Organization Development: Service Orientation, Insight, Proactive Cooperation
Basic understanding of the principles, theories, and practices of group dynamics and/or team development
Basic Business Development:, Results Focused, Initiative
Customer-oriented
• Experience: No specific experience is required (initial training)
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