Service Support Specialist with German

Miejsce: obecnie zdalnie, po pandemii z warszawskiego biura

Start: wrzesień 2021
Wynagrodzenie: do 8000 PLN brutto, UoP lub do 68 PLN netto + VAT/h, B2B

Praca zmianowa (7.00 – 20.00) od poniedziałku do piątku oraz 1 weekend w miesiącu między 9.00 – 17.00.

• Provide phone, email and chat support to remote users
• Utilize Standard Problem-Solving methodology to resolve customer issues- Understand the issue- Understand what is collectively known about the issue- Solve the issue, share your experience
• Troubleshoot and resolve iOS and mobile device issues
• Use Mobile Device Management (MDM) tools to manage and support end user mobile devices
• Troubleshoot and resolve connectivity and VPN issues
• Use VPN / token management tools to administrate and support end user VPN access
• Troubleshoot and resolve functional application issues
• Document reported issues and service provided in the IT Service Management System (Remedy)
• Review, validate, update and create Knowledge Articles to facilitate accurate and robust knowledge sharing
• Contribute to and moderate the sharing of issues and resolutions in forums such as MS Teams, Yammer, SharePoint
• Assist customers with the setup of home/wireless printers on laptops and iPads
• Collaborate with cross functional teams for escalated resolution of application or system level issues
• Advocate for customers by seeking to identify common issues and by working within the business to eliminate future occurrences
• Educate callers with helpful hints or business based best practices
• Assist callers through account or machine lockouts
• Assist users through password resets
• Build Quality into all aspects of their work by maintaining compliance to all quality requirements

• 4+ years + experience in supporting applications on IPad, IPhone and laptops and other mobile devices
• 2+ years of phone support for remote user, with or without remote control capability
• Thorough knowledge of iOS operating system, its upgrades and related troubleshooting
• Moderate knowledge of Android operating system, its upgrades and related troubleshooting
• Knowledge to troubleshoot VPN issues related to Pulse secure, VPN On demand, Pulse client etc. on iPads and Laptops
• Experienced troubleshooting of wireless and wired networks. Hands on experience on tools like MDM Airwatch console to manage user’s mobile devices
• Ability to fix basic iPad and iPhone hardware issues on call itself and make the judgment of referring the others for Local/Apple support
• Hands on experience on IT Service management tool like Remedy 8.1 or 9
• Excellent customer service and communication skills, both written and oral
• Experience in assisting users on phone calls, emails and chats
• Experience collaborating with cross functional teams for escalated sales application issues
• Availability to shift work from 7.00 am to 8.00 pm, Monday - Friday; once a month work on weekends (9.00 am - 5 pm)
• Very good knowledge of German
• Good knowledge of English