Job Summary
Provide first-level technical support and troubleshooting for German-speaking users via phone, email, and ticketing systems. • Diagnose and resolve software, hardware, and network issues, escalating complex problems as needed. • Log all incidents and service requests accurately, ensuring timely follow-up and closure. • Communicate clearly and professionally in both German and English to assist and support end users. • Collaborate with IT teams to improve service processes and maintain high levels of customer satisfaction. To independently troubleshoot/resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.
Key Responsibilities
Provide first-level technical support and troubleshooting for German-speaking users via phone, email, and ticketing systems. • Diagnose and resolve software, hardware, and network issues, escalating complex problems as needed. • Log all incidents and service requests accurately, ensuring timely follow-up and closure. • Communicate clearly and professionally in both German and English to assist and support end users. • Collaborate with IT teams to improve service processes and maintain high levels of customer satisfaction. 1. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.
Skill Requirements
Provide first-level technical support and troubleshooting for German-speaking users via phone, email, and ticketing systems. • Diagnose and resolve software, hardware, and network issues, escalating complex problems as needed. • Log all incidents and service requests accurately, ensuring timely follow-up and closure. • Communicate clearly and professionally in both German and English to assist and support end users. • Collaborate with IT teams to improve service processes and maintain high levels of customer satisfaction.