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New project German Support Specialist

Ref: 4238

Posted on 02 November 2020
Contract Type
Job Description


  • Handle contacts promptly and professionally and ensure delivery of all SLAs
  • Create a Ticket for new contacts into the Ticketing Management Systems
  • Identify and resolve Customers’ request, problem or incident using the relevant knowledge base tools and other technical resources
  • Operate under close supervision
  • Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated daily and every effort is made to deliver service levels
  • Fully document every ticket as per the internal quality assurance standards
  • Participate in all internal meetings and feedback sessions
  • Comply with all internal ticket management processes
  • Present a positive, effective and flexible contribution to achieving team targets and objectives
  • Complete desk specific or ad hoc tasks
  • Remain well versed in help desk policies, procedures, standards and documentation
  • Protect confidential and sensitive information and materials
  • Collaborate with other team members to provide high quality support
  • Ensure constant self-development using day to day work, web based training, and any other available tool
  • Be available for work at the scheduled shift start time and be logged on the telephone system
  • Use correct activity phone codes and demonstrate a responsible approach to these at all times
  • Adhere to the telephone login procedures
  • Pass Acceptance tests (final test calls)
  • Mentor new hires during their incubation period (AILP)
  • Support the development or improvement of internal trainings and processes by providing feedback and professional knowledge