(Cpd-548) - Support Analyst First Line (German-English)

Responsibilities- Interact with customers via telephone, e-mail and the web, providing technical support and problems solving abilities.- Identify, evaluate and prioritize customer problems and complaints.- Analyze customer problems and formulate plans of resolution.- Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly.- Evaluate new services, processes and technologies introduced at the helpdesk.- Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements.- Work with departmental staff to promote, develop, and maintain strong customer service values.- Escalate unresolved issues to support leads, designated (Client) service group.Job Requirements- Mandatory languages: German (high level) - English (upper-intermediate)- Basic PC Skills- Good communication skills- Availability to work in shifts: 7x24 (40 hours per week - 5 days per week)- Advanced experience in Organization Development: Service Orientation, Insight, Proactive Cooperation- Basic understanding of the principles, theories, and practices of group dynamics and/or team development- Basic Business Development: Results Focused, Initiative- Customer-oriented- Experience: No specific experience is required (initial training) #J-18808-Ljbffr