Job Description

Position Overview: Provides proactive user helpdesk services to inbound customer service requests. Diagnoses and resolves hardware and software issues, performs software distribution, creates and updates tickets to reflect changes and works with customers to ensure appropriate levels of engagement and communication. Uses available tools and resources, including remote tools, to accomplish tasks. Key Responsibilities: Receives incident / service requests from call acceptance and/or level 1 agents and from atomized incidents. Provides technical support to address more complex / difficult service issues. Performs technical analysis of specific incidents and service requests, including check of ticket history. Leverages the corporate knowledge base, log files and journal data to analyze failures and guide customers through incident resolutions steps, including through remote access of the customer environment. When remote resolution is unsuccessful, provides information, including spare part recommendations, to assist field service technicians with onsite service provision. Gathers recurring / systemic failure information and develops reports for management. Provides hardware and software training and advice for less experienced team members. Required Qualifications: Technical background, e.g. education in information electronics, mechanics and/or SW skills. In individual cases it is possible to assign the function to an employee, if the essential professional knowledge is acquired by work experience. 5+ years experience in a call center environment is recommended. Good technical knowledge in supported customer specific Hardware and SW environment Knowledge of customer service principles and practices. Native Speaker quality in required local language/primary language. English language skills are additionally implied. PC literacy, especially usage of Microsoft Office package. Willingness to work in shift models, based on customer requirements. Industry Knowhow preferred. Strength in communication, teamwork, processes and customer orientation, especially friendly and kind behavior on the phone. Requisition Employer Description

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