Providing 1st level multilingual infrastructure and application support for an international customer in German language from Monday till Friday

Shift Window - 8 hour shift between 7am to 7pm

Tasks

Call and Incident Handling

• Assist users over the telephone with their reported tickets
• Handle and document all incoming requests or incidents within the contractually agreed timeframes (Response SLA) in Remedy ticketing tool
• Own the ticket throughout its life cycle and ensures that all relevant information is captured
• (as per Quality guidelines), follows up the cases to ensure timely resolution
• Analyze issues/requests and assigns to relevant functional teams
• Perform password reset and user account unlocks in business application as per agreed SLAs
• Effectively communicates with other team members , 2nd and 3rd Level technical teams, end-users to reach SLAs

Knowledge management

• Learn and implement new technologies, tools, processes and policies
• Documents new technical solutions in knowledge base, suggests improvements to the existing ones
• Documents and shares best practices and with other colleagues
• Attends all training sessions as per the Training Plan
• Actively participates and shares ideas in team meetings, individual feedback sessions

Role Requirement

• Fluent English and German language knowledge
• Good knowledge of Windows operating system, Microsoft Office, Microsoft Outlook and other standard software's

What do we offer?

• Competitive salary with annual salary reviews
• Hybrid working model
• Opportunity to use foreign languages and the newest technologies on a daily basis
• Indefinite period employment contract after probation period
• Access to MyBenefit platform where you can choose from a variety of benefits (Sport, Tourism, Culture, Recreation etc.)
• Sport's card (Multisport)
• Private medical care for you and your family
• Private life insurance
• Access to wide range of learning & development platforms
• Discounted theatre tickets
• Work in a multicultural environment