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German / Dutch Technical Support Agent
hace 3 semanas
Start date: ASAP
**Tasks**:
- Monitor SW-DFE Support L1 Queue and call back customers whose cases have been directed there based on their entitlement for support (warranty, contracts or T&M) and follow the standard case handling procedures.
- Remotely connect to Indigo presses during agreed downtimes and perform tasks needed.
- Log and document case details and actions taken including troubleshooting steps, diagnostic, dispatching of parts and/or field engineers and proposed solution in CRM systems.
- Elevate case to SW Support L2 / L3 tiers if needed.
- Keep customer informed during the whole case resolution process.
- Follow up with customer, capture feedback and close case in CRM systems after confirmation of resolution.
- Schedule, in agreement with customers, planned downtimes to perform SW upgrades and patches without affecting customer's production.
**Skills**:Background in the areas of IT, SW Solutions, Networks and/or Graphics Arts or equivalent.
- Verbal and written language proficiency in English and German.
- Knowledge of customer service principles and practices in a customer support or service desk environment will be valued.
- Prepress knowledge will be valued.
- Knowledge of delivery processes in an IT environment (ITIL) will be valued.
