IT Support Consultant with German and French

• Deliver high quality service and support to customers via inbound/outbound calls or emails for a suite of applications and services.
• Provide problem resolution to customers by performing a question diagnosis or guiding users through step-by-step solutions.
• Tracing and solving software and hardware issues using remote tools.
• Track and escalate existing support tickets and ensure timely follow up and customer satisfaction.
• Stay current with product details, product updates and new product releases.
• Listen effectively and have proper etiquette when making phone calls.
• Prioritise, classify and document tickets.

• Customer Service driven with multi-tasking capabilities.
• Excellent teamwork and communication skills.
• Proper phone etiquette and effective listening skills.
• Strong troubleshooting ability and problem resolution skills.
• Customer support / IT helpdesk experience appreciated.
• Very good knowledge of spoken and written German.
• Good knowledge of German.
• Good knowledge of French.
• Ability to prioritise, classify and document tickets.

• Reliable employment at one of the largest German IT Service Providers.
• Opportunity to gather IT experience.
• Open and cooperative corporate culture and a trusting working atmosphere.
• Flat hierarchies and short decision paths.
• Individual training opportunities and interesting technical challenges.
• Flexible working hours for reconciling work and private life.
• Attractive and modern working environment including mobile office capabilities.
• Social benefits.

The Service Desk is at the heart of our services. It is the central point of contact for users and IT staff within our organisation.

At the Service Desk, we provide first level support, receive requests, process them and escalate them as necessary. We continuously monitor the status of incidents, service calls and other requests.

Users can contact the Service Desk by phone or email. A virtual multi-channel ACD (Automatic Call Distribution) ensures that calls are routed directly to the right person. We take, categorise and prioritise incidents and work with customers to find a solution or a workaround.

If this is not enough, we forward the enquiry to second level support, suppliers or manufacturers. But even we do not leave the user alone - we track the progress and status of the ticket throughout its life and keep customers informed.