Being part of a new team tasked with developing new Support Processes. In this capacity you will be responsible for trouble-shooting and solving incoming customer problems, which are reported online through a Service System or in direct contact with the customer. This will, at times, involve liaising with development. Utilising team work, knowledge databases, problem simulation and working remotely on customer systems, we resolve issues while achieving excellent customer satisfaction.
Analyse and resolve customer messages by means of knowledge databases and/or verifying customising entries or hardware parameters. Feedback recommendations for improvement regarding Product und Support process improvements to Development Support. Provide consulting for customers on procedural issues and queries. Provide weekend and evening shift support as scheduled. Maintain Technical Knowledge Database.
Native German speaker and a good command of English. 2-3 years experience in a Technical Support role. Degree in Information Technology or Computer Science. Proficiency in Operating systems (Unix / Windows). Knowledge in Object Oriented Programming. Reasonable knowledge of Databases (e.g. MaxDB, DB2, SQL Server etc). Proficiency with PCs and desktop software. Good team worker. Excellent customer focus and communication skills. Willingness to travel for short periods.