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Technical Support Analyst with German in Brasov

Poziții disponibile: O poziție
388
1
FULL-TIME
IT & Software
Bucuresti
Accenture

Job Summary
Provide technical support for resolution of customer IT problems, incidents, issues, requests, queries, escalations and ad-hoc tasks from Team Lead. Liaise with other support teams, product teams as required or Client Management to resolve requests/issues in a timely manner. Ensures proper documentation, notification, escalation, tracking and follow up of all incidents/ requests. Focuses on customer contact at the same time on incident/ request/ query resolution.

  • Fluent in English (B1-B2)
  • Fluent in German (B2-C1)
  • Availability to cover shifts – during interval 9:00 - 21:00


Knowledge & Skills

 

Knowledge of web applications/standalone support concepts

  • Knowledge of remote desktop technologies
  • Experience with Microsoft Office tools
  • Troubleshooting of software applications
  • University-level diploma (IT field preferable)
  • Very good communications skills
  • Very good interpersonal and teamwork skills
  • Knowledge of AD
  • Knowledge of ITSM tools
  • ITIL V.3 Foundation preferred


Skills & Proficiency Expectations

  • 3rd Party Vendor/Partner Management
  • Availability Management
  • Capacity & Performance Monitoring
  • Trouble & Ticketing Management
  • IT Support related experience
  • Customer experience


    Key Responsibilities

·        ​Ensures proper documentation, notification, escalation, tracking and follow-up

·        Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation

·        Performs customer request/problem identification and follow defined procedures to resolve correctly and timely; documents troubleshooting efforts and customer information in data capture tool and, when required, transfers call or promptly notify responsible party for further investigations and resolution

·        Follows up on incidents to ensure customer satisfaction; completes outbound customer contacts to resolve customer issues or recommends products/services, e.g., follows up on customer issues; completes and resolves non-call customer contact requests received by email, self-service portal or chat

·        Assists with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement

·        Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention​ Shares information required for the team to be successful and creates knowledge base articles once information is validated with TL and L2 Teams.


We offer:

·        Attractive benefits package including: coverage of public transportation, private medical services, private pension, life insurance, gym subscription or medical services for a member of the family, meal vouchers for each working day, interactive library subscription

·        Access to a global network of knowledge and resources

·        Extensive training through a variety of methods – online, classroom, etc

·        Opportunities to develop your skills and gain valuable practical experience in your field of expertise, and to develop skills in other industries

·        An experienced Career Counselor to guide you and check on your progress

·        Interesting and challenging work for the world’s leading companies – our clients

·        Professional growth opportunities that recognize individual contributions and performance

·        A flexible approach that allows an appropriate work/life balance, where fun outings, sports activities and volunteering initiatives are part of our regular day-to-day life

Technical Support Analyst with German in Brasov
Accenture
  • Brașov

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