Job Summary
Technical Support Lead (German + English)
Principal Roles and Responsibilities: (Essential Function) Technical troubleshooting • Provide assistance to Production employees of the client • Perform production work as required by Operations Manager • Provide professional and timely expert support for all applications/hardware in scope • Liaise closely with other support levels during the case investigation, to collect further information and provide a suitable resolution to the user. • Perform multiple remote sessions support simultaneously using the relevant client tools • Anticipate customer needs and proactively identify solutions • Plan, prioritize, organize and complete work to meet established objectives Escalations management • Escalate advanced customer issues to the respective Third party escalation teams as outlined in the respective process documentation. • Regularly monitor and coordinate escalations to Third party teams. Triage incidents that require further investigation by working in collaboration with all Service desk teams, as well as with Management and Client teams. • Handle potential outage situations, perform necessary steps to ensure the reported problem falls into the outage definitions, take respective actions in regards to the outage, and escalate accordingly as per the established procedures. • Provide regular updates to all involved parties and act as a primary contact for requested outage information. Testing, validation and continuous service improvement responsibilities · Contribute to service delivery, working practice and knowledgebase documentation. When necessary, assist in creating new documentation to describe activities / processes. · Participate in testing and validation activities as outlined by Management and Client. · Monitor, identify and analyze patterns and trends of incidents handled in order to identify potential opportunities for improvement and enhancement of processes and customer satisfaction. · Identify best practices for handling certain incidents and work closely with the Service desk management and The Client to potentially implement those best practices. · Participate in special projects, client events and visits, as outlined by management. · Prepare ad-hoc and regular reporting upon Client request or upon Service desk Management request. Training · Provide desk-side assistance and mentoring to new team members · Deliver account-specific training for new team members and ad-hoc trainings Other duties and responsibilities: • To comply with the Employer\'s Internal Regulations on Work Discipline and all internal company acts. • To observe and comply with the Rules for Safe and Healthy Working Conditions. • To be familiar with the main legal acts in Bulgaria. Working Relationships: • Subordinated: Reporting manager or above. • Functional: Works closely with the Analyst-Help Desk, Senior Analyst-Help Desk, Supervisors, and the management team. • External: Maintain excellent relationship with the client and end users.
Key Responsibilities
Principal Roles and Responsibilities: (Essential Function) Technical troubleshooting • Provide assistance to Production employees of the client • Perform production work as required by Operations Manager • Provide professional and timely expert support for all applications/hardware in scope • Liaise closely with other support levels during the case investigation, to collect further information and provide a suitable resolution to the user. • Perform multiple remote sessions support simultaneously using the relevant client tools • Anticipate customer needs and proactively identify solutions • Plan, prioritize, organize and complete work to meet established objectives Escalations management • Escalate advanced customer issues to the respective Third party escalation teams as outlined in the respective process documentation. • Regularly monitor and coordinate escalations to Third party teams. Triage incidents that require further investigation by working in collaboration with all Service desk teams, as well as with Management and Client teams. • Handle potential outage situations, perform necessary steps to ensure the reported problem falls into the outage definitions, take respective actions in regards to the outage, and escalate accordingly as per the established procedures. • Provide regular updates to all involved parties and act as a primary contact for requested outage information. Testing, validation and continuous service improvement responsibilities · Contribute to service delivery, working practice and knowledgebase documentation. When necessary, assist in creating new documentation to describe activities / processes. · Participate in testing and validation activities as outlined by Management and Client. · Monitor, identify and analyze patterns and trends of incidents handled in order to identify potential opportunities for improvement and enhancement of processes and customer satisfaction. · Identify best practices for handling certain incidents and work closely with the Service desk management and The Client to potentially implement those best practices. · Participate in special projects, client events and visits, as outlined by management. · Prepare ad-hoc and regular reporting upon Client request or upon Service desk Management request. Training · Provide desk-side assistance and mentoring to new team members · Deliver account-specific training for new team members and ad-hoc trainings Other duties and responsibilities: • To comply with the Employer\'s Internal Regulations on Work Discipline and all internal company acts. • To observe and comply with the Rules for Safe and Healthy Working Conditions. • To be familiar with the main legal acts in Bulgaria. Working Relationships: • Subordinated: Reporting manager or above. • Functional: Works closely with the Analyst-Help Desk, Senior Analyst-Help Desk, Supervisors, and the management team. • External: Maintain excellent relationship with the client and end users.
Skill Requirements
Skills & Competencies: Language skills: • Very good written and spoken command of English – C1 level as per the Common European Framework of Reference for Languages • Very good written and spoken command of German– C1 level as per the Common European Framework of Reference for Languages . Technical and Soft Skills: · Windows 11 deep knowledge and understanding · MS Office advanced skills · Microsoft Exchange Online Mailbox and Public Folder Databases. · Troubleshooting Mail Routing and messaging protocols · Active Directory and TCP/IP Networking; domains and DNS records management · Manage Exchange Anti-Spam, Anti-Virus, Backup solutions · Knowledge of Networking and IP Telephony · iOS/Windows phone expertise and understanding · Knowledge of CRM systems is a plus · Excellent communication skills · Strong Customer service approach · Problem solving skills · Strong detail orientation · Strong decision making skills · Strong analytical skills · Good organizational skills · Ability to work independently with limited supervision · Business travel up to 30% of the time · Stress management · Intuitive thinking · Strong team work orientation
Other Requirements
Skills & Competencies: Language skills: • Very good written and spoken command of English – C1 level as per the Common European Framework of Reference for Languages • Very good written and spoken command of German– C1 level as per the Common European Framework of Reference for Languages . Technical and Soft Skills: · Windows 11 deep knowledge and understanding · MS Office advanced skills · Microsoft Exchange Online Mailbox and Public Folder Databases. · Troubleshooting Mail Routing and messaging protocols · Active Directory and TCP/IP Networking; domains and DNS records management · Manage Exchange Anti-Spam, Anti-Virus, Backup solutions · Knowledge of Networking and IP Telephony · iOS/Windows phone expertise and understanding · Knowledge of CRM systems is a plus · Excellent communication skills · Strong Customer service approach · Problem solving skills · Strong detail orientation · Strong decision making skills · Strong analytical skills · Good organizational skills · Ability to work independently with limited supervision · Business travel up to 30% of the time · Stress management · Intuitive thinking · Strong team work orientation