Job Description
Role Description: We're seeking passionate Fluent German IT enthusiasts to join our vibrant team and manage our technical support operations! You'll provide top-notch first-line support to our global clients, ensuring a seamless experience. This role offers a hybrid work model with flexible scheduling, allowing you to work shifts across a 24/7 operation.
What You'll Be Doing
Responsibilities:
- Be the first point of contact for clients, handling inquiries via phone calls, emails, webchats, and other communication channels, all within established service level agreements (SLAs)
- Uphold exceptional customer service standards, following Capgemini's quality guidelines.
- Leverage the Intelligent Service Center by gathering user information, accurately logging incidents and service requests in our ticketing tool.
- Diagnose, troubleshoot, and resolve user technical issues efficiently, adhering to SLA standards. When needed, escalate complex issues to the appropriate resolution team.
- Maintain vigilance by monitoring the ticketing tool queue to ensure prompt issue resolution.
- Collaborate with the Incident Manager on high-priority issues.
- Demonstrate proactive ownership and ongoing monitoring of the entire support process (end-to-end).
- Become an expert in utilizing our various support tools, including automation software.
Experience & Qualification
- Bachelor's degree in computer science or a related field.
- 1-2 years experience in a similar position.
- Solid understanding of IT concepts and technologies.
- Exceptional communication skills in German, both written and verbal.
