IT Support Technician

Cencora; Berlin; Hybrid; EUR 40.000 - 65.000; Vollzeit

Zusammenfassung

An innovative company is seeking IT Support Technicians to join their dynamic team. In this role, you will be the first point of contact for technical support, assisting users with hardware and software issues. You'll drive successful resolutions for inquiries while collaborating with various departments to enhance service quality. This position offers the opportunity to make a significant impact in improving the lives of people and animals worldwide. If you're passionate about technology and customer service, this is the perfect chance to contribute to a healthier future.

Qualifikationen

• 2+ years of relevant technical experience required.
• Strong knowledge of hardware and software products.

Aufgaben

• Provide first point of contact and day-to-day technical support.
• Respond to Level 1 support requests and document solutions.
• Coordinate with internal departments for issue resolution.

Kenntnisse

Technical Support

Problem-Solving

Communication Skills

Change Management

API Knowledge

Facility Management

ABAP

Ausbildung

Associate's Degree in Computer Science

Technical Institute Certification

Jobbeschreibung

Our team members are at the heart of everything we do.

At Cencora, we are committed to creating healthier futures, and every person here is essential to fulfilling that purpose. If you want to make a difference at the heart of health, join our innovative company and help us improve the lives of people and animals worldwide. Apply today!

You will join our international team of IT Support Technicians. While we prefer you to join us at one of our offices in Germany, we are flexible regarding the specific location.

Your responsibilities

• Provide first point of contact and day-to-day technical support.
• Respond to Level 1 support requests and support Level 2 when needed.
• Drive successful first-call resolution.
• Gather and evaluate relevant information to handle product and service inquiries, diagnosing problems by evaluating multiple options.
• Follow up on customer interactions, resolve issues, and escalate to Level 3 when appropriate.
• Enter call data into the tracking system, document incident status and resolutions.
• Provide user access services.
• Assist customers with recovery issues.
• Coordinate with internal departments.
• Develop checklists and scripts for routine problem resolution.
• Identify recurring and potential problems, notify team members/leaders, and propose resolutions.
• Recommend procedures and controls for service or process improvements.
• Suggest ideas to improve queue time, abandoned call rates, and first contact resolution.
• Provide on-the-spot instructions to customers when appropriate.
• Deliver courteous, efficient, and friendly service at all times.
• Create, modify, and review documentation of issue resolutions.
• Document solutions to common problems and FAQs.
• Recommend creating Job Aids, Quick Tips, and Knowledge Base Articles.
• Facilitate learning sessions with internal teams.

Minimum qualifications

• Associate's Degree or technical institute degree/certification in Computer Science, Information Systems, or related field, or equivalent work experience.
• At least 2 years of relevant technical or business experience.
• Working knowledge of hardware and software products, with problem-solving and diagnostic skills.
• Strong English communication skills; German skills are preferred.

LIRM1 #LIhybrid

What Cencora offers

Benefits outside the US may vary by country and will be aligned with local market practices. Eligibility and effective dates may differ for some benefits and for team members covered under collective bargaining agreements.

Full-time employment.

Affiliated Companies

AmerisourceBergen Services Corporation

Cencora is committed to equal employment opportunity for all, regardless of race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or membership in any other protected class. Harassment is prohibited, and all employment-related processes comply with equal opportunity principles.

We provide reasonable accommodations for individuals with disabilities during the employment process. To request accommodations, contact us at 888.692.2272 or via email. Requests are handled on a case-by-case basis.

Required Experience and Key Skills

Change Management, API, ABAP, Facility Management, Games, Claims