Support Analyst First Line (German-English)

Responsibilities Interact with customers via telephone, e-mail, and the web, providing technical support and problem-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.
Minimum Requirements Mandatory languages: German and English
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)

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