Technical Support – Tier 2 – German Speaker/Deutschsprachig

at  SpotOn TA

JOB DESCRIPTION

You will be solving technical product issues and questions that customers, resellers, and personnel report while coordinating with different teams to solve issues on time.

TARGETED QUALIFICATIONS

• Fluency level of C1 or higher in German language.
• Fluency level of C1 or higher in English language.
• Strong hands-on experience in IT.
• Experience in a customer service role.
• Min. 1 year in a similar role or with the same capacities.
• Background in technical support, software testing or application engineering.
• Self-starter with excellent communication skills.
• Experience with technical problem-solving.
• Strong technical background lol.
• Customer & Quality Focus, while being Result Orientation with a logical Sense of Urgency.
• Good understanding of Windows Event Logging.
• Good understanding of CMD or Powershell (Needed).
• Good understanding of networks (VPN, Firewall, Proxy).
• Strong knowledge of Microsoft Office (Excel, Word, Outlook, PowerPoint)
• Strong knowledge of Windows (Services & Task Manager)
• Strong knowledge of Office Products (Managing Add-in, Creating Rules, Office Commands)
• Strong knowledge of Web-Browsers (Firefox, Google Chrome, and Internet Explorer)
• Good communication skills & a strong Team Player.
• Analytical thinking, Detail-oriented, with strong Time Management skills.
• Ability to work under pressure.
• Understanding how to retain client satisfaction.
• Ability to investigate problems independently (when there is e.g. no KB solution ready)

TARGETED INTERPERSONAL SKILLS

• Self-assured, Feel very confident and positive about yourself and your abilities.
• Resilient, Able to work to tight deadlines and within constraints.
• Strong negotiation skills, planning, and analytical thinking.
• Communicative, Speak and/or write well and get your ideas across to others easily.
• Interpreter, Look at things and make sense of them, figure out what is needed and how to fulfill it.
• Confident, Pleasant, Energetic, Helpful, Trustworthy
• Efficient, Perform tasks in the fastest and simplest ways that they can be done.
• Flexible, Can carry out many different responsibilities, sometimes with very little advanced notice.
• Handle Complaints, Deal effectively with obstacles/complaints.
• Punctual, Always on time for things.
• Precise, Make sure that things are done accurately, correctly, and exactly.
• Resourceful, Think of new and different ways to do things when there are no obvious solutions.
• Creative, Use your imagination to come up with new ideas or to solve problems.

• Understanding Customer’s problems (Phone/Mail/Remote Sessions) & Finding Solution.
• Troubleshoot system and network problems and diagnosing and solving conflicts between different systems and environments.
• You will communicate directly with different stakeholders using email, phone, and remote connection tools to resolve user issues.
• Being able to explain the cause of the problem & when needed to escalate/report product issues to the development team.
• Ensure incoming requests are categorized, logged, and resolved aiming for top user satisfaction.
• Prioritizes and manages several open cases at one time.