Job Summary

 Senior Analyst – Help Desk (German)

 Knowledge update: • Maintain technical proficiency in all hardware and applications utilized by clients supported • Participate in all company organized training events • Contribute current technical information and best practices concerning proprietary applications to the company’s knowledge management system or other knowledge distribution channel • Organize and utilize all support resources provided including emails, documentation, contact lists, etc. to provide high quality of customer service. • Assist the Team lead and the SME in the mentoring of Analyst-Help Desk. Knowledge management: • Participate in knowledge transfer sessions with client representatives. • Create, review, update and maintain knowledge documentation. Client relationship management: • Participate in client-facing communication - trainings, process updates, knowledge - documentation review sessions. • Participate in project implementations Quality assurance • Perform case documentation Quality Checks as directed by Team Leads, SME and Group Operations Manager • Participate in Quality Assurance and Quality Check calibration sessions • Deliver remediation for negative Quality Assurance and Quality Check ratings • Investigate issues and complaints and provide root cause analyses and resolutions to management Training: Deliver training and refresher (ad-hoc) training to team members whenever needed. Interaction Handling: • Provide comprehensive support services, to support center customers within the Service Level Agreements; • Take all steps to troubleshoot reported issues and resolve or escalate to the appropriate level of competence; • Use all available Knowledge Management Tools during the call; • Take all necessary steps to ensure customer satisfaction. Interaction Logging: • Create and submit detailed case logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key logging components; • Confirm and update customer profile information as needed. Escalation: • Act as first point of escalation for the Analyst-Help Desk and be knowledgeable on client specific work flow. • Promptly notify management of any potentially “dissatisfied” customers; • Follow all documented escalation procedures, including issues requiring 3rd party intervention. Open/ Resolved Cases Handling: • Follow all documented procedures to handle open and resolved cases including but not limited to performing outbound interactions with customers. • Liaise as necessary inter-departmentally to seek resolutions to all issues reported. • Confer with the management to identify trending problems in customer service work with client hardware and software applications and works to develop solutions to open issues. Working Relationships • Subordinated: Reporting manager or above. • Functional: Works closely with the Analyst-Help Desk, Senior Analyst-Help Desk, Specialist-Help Desk, and the management team • External: Maintain excellent relationship with the client and end users.

Key Responsibilities

 Knowledge update: • Maintain technical proficiency in all hardware and applications utilized by clients supported • Participate in all company organized training events • Contribute current technical information and best practices concerning proprietary applications to the company’s knowledge management system or other knowledge distribution channel • Organize and utilize all support resources provided including emails, documentation, contact lists, etc. to provide high quality of customer service. • Assist the Team lead and the SME in the mentoring of Analyst-Help Desk. Knowledge management: • Participate in knowledge transfer sessions with client representatives. • Create, review, update and maintain knowledge documentation. Client relationship management: • Participate in client-facing communication - trainings, process updates, knowledge - documentation review sessions. • Participate in project implementations Quality assurance • Perform case documentation Quality Checks as directed by Team Leads, SME and Group Operations Manager • Participate in Quality Assurance and Quality Check calibration sessions • Deliver remediation for negative Quality Assurance and Quality Check ratings • Investigate issues and complaints and provide root cause analyses and resolutions to management Training: Deliver training and refresher (ad-hoc) training to team members whenever needed. Interaction Handling: • Provide comprehensive support services, to support center customers within the Service Level Agreements; • Take all steps to troubleshoot reported issues and resolve or escalate to the appropriate level of competence; • Use all available Knowledge Management Tools during the call; • Take all necessary steps to ensure customer satisfaction. Interaction Logging: • Create and submit detailed case logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key logging components; • Confirm and update customer profile information as needed. Escalation: • Act as first point of escalation for the Analyst-Help Desk and be knowledgeable on client specific work flow. • Promptly notify management of any potentially “dissatisfied” customers; • Follow all documented escalation procedures, including issues requiring 3rd party intervention. Open/ Resolved Cases Handling: • Follow all documented procedures to handle open and resolved cases including but not limited to performing outbound interactions with customers. • Liaise as necessary inter-departmentally to seek resolutions to all issues reported. • Confer with the management to identify trending problems in customer service work with client hardware and software applications and works to develop solutions to open issues. Working Relationships • Subordinated: Reporting manager or above. • Functional: Works closely with the Analyst-Help Desk, Senior Analyst-Help Desk, Specialist-Help Desk, and the management team • External: Maintain excellent relationship with the client and end users.

Skill Requirements

 Language skills: • Very good written and spoken command German language on C1 or above level as per the Common European Framework of Reference for Languages. • Very good written and spoken command of English is considered and advantage. Technical and Soft Skills: • Profound Job knowledge • Quality of work: Quality orientation; Attention to detail; Result orientation. • Productivity: Time management; Personal productivity; Following processes and procedures according to the work standards • Excellent communication – verbal and written. • Decision making • Problem solving skills. • Customer focus: Relationship building; Customer service orientation. • Stress management • Teamwork and ethics. • Attendance and punctuality. Technical skills and knowledge including but not limited to: MS Office, Internet applications, Windows , Linux and other Operating Systems.

Other Requirements

Education/ Experience: • High school degree is a must • University degree (Bachelor and/or Master) is an advantage. • At least 12 months of experience on an Analyst-Help Desk position or a similar one. Shift Schedules • Adhere strictly to shift schedule. Timeliness is a key requirement. • Punctuality & Flexibility to changes in shift schedules – availability to work on different shifts 24/7.