Support IT Agent with German - L1

EEU Software is a fast growing software development company. We started in early 2000 and specialised in Java projects for large customers. The 70+ programmers in EEU are all together a young, dynamic and highly professional team. We have implemented various applications in Europe and overseas, in countries like Spain, UK, Argentina, USA, Germany, Finland, Switzerland, France and more. EEU Software is Microsoft Partner and IBM Core Partner. Our company uses the highest quality standards being ISO 9001 certified by a well-known austrian company, TUV.

Tasks and Activities
 • Receiving contacts (chats, self-service generated tickets), first-line user liaison
 • Identification and authentication of the user, recording of incomplete or incorrect user data
 • Opening of an incident/request ticket with clear description in English in the ticketing tool
 • Classifying and making an initial assessment of incidents/service requests
 • Resolving requests or solving incidents following instructions in a knowledge base. A resolution can also be a work-around of a known error
 • Route all Global Service Desk non solvable incidents/service requests to the appropriate second level workgroup, based on agreed service levels
 • Keeping users informed on how to get updates on request status and progress via self service
 • Call-back function for 2nd level tickets, because of language
• Knowledge of standard office applications such as MS Office, operating system Windows 7, Windows 8, Lotus Notes and specific client applications
 • Performing in international software support delivery processes and environments
 • Employing client‘s standard support delivery methodologies and tools
 • Maintaining highest client satisfaction
 • Applying problem solving techniques
 • Analyzing problems/situations, understanding problem impact on client business
 • Interacting with client functions consistently until problem solution

Compulsory skills:

• English and German fluent (written and spoken)
• Problem solver orientation
• Excellent communication and listening skills
• Ability to work in 24/7 shifts Skills,
 

Knowledge & Experience

• Customer facing experience
• Telephone skills with good voice tone and pitch articulation and overall speech quality
• General understanding of IT tools and processes
• Strong communication and teamwork skills
• Ability to learn and apply new technology and methodologies in a distributed environment
• Ability to solve problems quickly and completely

Benefits:
- Reimbursement of agreed certifications
- Private medical subscription
- Motivating salary
- Performance bonuses
- Career path based on continuous learning and development. Internal courses and workshops.
- Multiple ongoing projects thus possibility to change projects/ teams
- Professional environment, access to leading-edge technologies
- Premium customers
- Stability