Overview

We offer full- or part-time jobs to persons in the IT sector, remote, flexible working hours.

We provide all equipment and training and you can look forward to an amazing team to work with.

If you speak GERMAN and English, we would love to meet you!

Click the below link and submit your CV to our Talent Acquisition Team through the online form in just minutes!

Technical Support Specialist with German

 

Our client for this project is providing customer support for large companies located in Germany. Your focus will be to provide first-level technical and general account support and advice to users. You will ensure professional availability, performance and utilisation of knowledge and information systems to users by following a systematic and analytical approach to problem-solving to meet set standards and procedures.

Main Responsibilities

Actively participate in communication with customers via phone, emails, chats, and ticketing tool
Help to implement and improve processes and procedures within your team using strong service-focused solutions
Actively troubleshoot to identify, assess, record, resolve and/or escalate incidents and service requests from customers
Respond to all requests and customer enquiries in a timely, efficient, and professional manner.
To provide first-line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e-mail.
Ensure you document all interactions on the customer’s account and manage the accounts accordingly
Execute transactions following the guidelines
Ensure customer confidentiality and data protection at all times
Handle phone calls and reply to emails from the client
Offer advice to users on IT-related areas. This will include working as part of a team, sharing knowledge and working together to increase performance standards.

Your Profile

Great verbal and written communication skills in German C1 and good English are required
IT Level-1 Service Desk experience
Basic knowledge and experience in IT troubleshooting skills
Basic knowledge and experience with MS Office (O365) applications
Basic knowledge and experience in Network troubleshooting
Previous IT experience is an advantage
Hands-on experience with Windows PC / laptop and mobile devices support (iOS, Android) and peripherals
Software support skills in MS Office 2016 and/or Office 365
Willingness to learn and gain technical skills and acquire knowledge of the role with provided internal training
Customer-oriented and motivated with the desire to succeed
Experience with handling incoming tasks and guiding the client toward successful problem resolving is an advantage
Technical experience in on-site service or remote end-user support, as well as knowledge-management and ticketing systems, is considered an asset
Sensitivity and soft skills for dealing with enterprise-level customers
Good time management, ensuring all contacts with customers add value
Ability to Multitask with good organisational skills
Ability to work as part of a team or on own initiative.

Analytical and Problem-Solving Skills

Active listening and questioning
Analytical problem-solving skills to understand issues, evaluate solutions, and work with your colleagues to resolve issues
Quick thinking skills to resolve issues independently, thoroughly and efficiently
Display ownership and accountability
Quickly build trust and confidence with the customer

We Offer You

Full-time or part-time employment with an energetic international team
Paid training
100% home-office option available with PC equipment provided
A 12-month contract including a 3-month probationary period
Very healthy base salary
20 days of holiday + 3 free days (free days are available after your 1st year of service)
Meal Vouchers
Sports Facility Membership (MultiSport)
Training and regular coaching sessions to prepare you for internal promotions and further career development
Team building and company events

Paid Training & Free Development

We provide full training in sales skills and our clients’ business products. We share proven methodologies that are led by experienced trainers that ensure your success with us. Regular coaching sessions help you develop a career that prepares you for internal promotions and leadership roles within ICON Communication Centres.

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About ICON Communication Centres S.R.O.

ICON is a multilingual BPO specialising in interacting with customers on behalf of international companies. These companies rely on us to provide talented teams of multilingual colleagues capable of high-level sales, account management, and customer service functions. We are a customer experience company, and this is where you come in!

ICON is always on the lookout for new colleagues who want a challenge and want to grow inside the company. We aren't a corporate giant; we are a flexible and friendly team that is supportive and kind. Because of our size, your voice is heard, and your ideas can make an impact quickly.

We know and love Prague and take pride in the alumni of colleagues that have joined us throughout our 20-year journey. All kinds of people join ICON, and we can offer flexible hours to accommodate your lifestyle (e.g. students and working Mums).
So, flick through our vacancies and click to apply - we'd love to meet you!