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Helpdesk Customer Support IT German - english

FUNCTIEOMSCHRIJVING

Our client is looking for native speakers for various helpdesk projects. You need to speak and write fluently in German as well as English. All the product training will be given in English so a good understanding of the English language is a must.

job description:

- Provide solutions to customers whose service contract has expired
- Identify and resolve technical issues affecting customer client systems
- Troubleshoot technical issues of customers.
- Supports the customer in all aspects through to problem resolution
- Keep the customer informed and updated throughout life of incident
- Administration execution of offers and orders and completing of all administration required

OVER HET BEDRIJF

They offer:

- 24/7 free public transport travel card to explore the Netherlands by bus, train, tram and metro. The value of this card is € 500 per month.
- Fulltime position of 40 hours per week.
- Salary € 1700,00 per month
- Definite contracts and on the long run even indefinite contracts.
- Development opportunities to Team leader and beyond.
- 10% discount on collective health insurance (verzekering).
- Quarterly bonus scheme for all call centre agents - max 4 % of monthly salary.
- Onsite cafeteria – delicious meals.
- National Call Centre Agent Certification.
- Employee referral program with bonuses.
- 24 Days holidays a year.
- 8% holiday money.

FUNCTIE EISEN

- > 6 months experience in a Service Desk environment
- Knowledge in Windows 7, Vista, ITIL, Active Directory, Service Desk ticketing tool (eg. Top Desk)


Professional
Technical capability : Can work with a wider set of products (e.g. operating system, networking, PCs, Oracle), with only limited
support and some supervision. Or can be responsible for successful operation of several service components. Can do basic configuration
of software. Knows when problems are 'beyond me'. Beginning to develop a specialisation.
Process : Can follow the processes and use the systems required (e.g. call management system, basic diagnostic tools, customer’s
processes). Can conform to processes (e.g. to change control). Documents actions taken.
Service level : Knows the overall service level required by the customer. Escalates before it is too late.

Persona
Customer relationship : Delivers service in a way which meets or exceeds customers’ expectations. Would need support
if required to attend a customer meeting (e.g. when working in an on-site assignment).
Communication : Listens, understands the problem. Communicates clearly with customer, colleagues and managers. May be able
to run short training/workshop sessions in own area of knowledge.
Problem solving : Obtains the information required; diagnoses and resolves more difficult problems in a timely manner. Shows tenacity in resolving problems.
Team working : May deal with problems escalated from the first level. Willing to contribute to the team. Creates effective working relationships. Seen as an asset to the team.
Business awareness : Is generally aware that different resolutions have different cost implications.
Professional development : Can quickly learn about unfamiliar products. Contributes to own development and is prepared to take some responsibility for it.