German Speaking IT Customer Service Representative (TV-9611)
To expand our Customer Service Centre, we are looking for motivated and reliable colleagues to help us deliver our services to internal and external customers. We are looking for young professionals who would like to start their career with us as well as for experienced and senior colleagues.
Your future tasks will be…
Reliable operation of Ticket-, Ordering- and planning-Tools (BMC Remedy, SAP, Blue Martini)
Acceptance and qualification of incoming tasks via ticket tools, e-mails and phone
Processing of incoming tickets according to agreed KPIs (SLA/OLA) based on predefined Standard Operating Procedures.
Recording, qualification and solution (1st and 2nd level) of system faults and malfunctions as well as forwarding to the corresponding 3rd level solution groups.
Technical support for 1st level resources
Ensuring telephone availability for internal and external customers within the agreed service times – shifts
Troubleshooting tooling problems using Standard Operating Procedures.
Ticket status monitoring and managing escalations
Scheduling the resources to meet the KPIs, keeping efficiency and planning rules
Identifying own development needs in line with business objectives and assisting the development of team members
You are the ideal candidate if…
You are fluent in German and/ or good in English (spoken and written)
You have a minimum two years’ experience with Customer service and confidence in communication with internal and external customers
You have a good understanding of IT support and IT Service Management Tools and also of SAP
You have a working knowledge of Windows 7/10, MS-Office
You have experience in order processing and SAP operation on transaction level
You have good interpersonal, literacy and numeracy skills
You are customer service orientated with demonstrated abilities
You are able to work under supervision, follow instructions and procedures as well as you are able to be independent
You are able to learn new tasks/areas quickly and willing to progress as well as to motivate others
You demonstrate an organised approach to work, you can do structured work under pressure and are result-oriented
You have routine administrative skills
As a future member of the team in the area of Advanced Capability Development, you will have the opportunity to
Go through a professional and personal development
Work in a fun and diverse atmosphere
Have a stable workplace with flexible scheduling
Language courses, soft skills training and talent programmes
Medicover Private health care package and cafeteria benefits