Remote Customer Engineer - German language

Trizma d.o.o.

2.1

Beograd

do popune

Windows junior

Trizma is a dynamic Business Process Service Provider, operating in South East Europe, offering to its global customers the next generation of outsourcing services.

ACCELERATE BEYOND is our approach to outsourcing in which we UNDERSTAND business of our clients and end user needs, EVOLVE the business processes and models and we ACCELERATE together to maximize the full business potential. We do all in a synergetic manner, achieving unique customer experience over time.

REMOTE CUSTOMER ENGINEER-GERMAN LANGUAGE

Position Summary

Responsibility is to remotely coordinate the resources required to manage problem resolution.
Primary role is to provide services in a profitable environment that supports our values and the business as a whole
Isolate problems and create resolution plans; Log problem resolution- maintains databases; Support the resolution of known software problems to be fixed in later releases; Prepares standard reports to ensure Service Level Agreement is represented accurately
Position will project manage the resources necessary and/or provide the additional technical/functional knowledge necessary to resolve customer's (both internal and external) issues
Works directly with the customer to understand the problem, and retrieve complex known solutions using available systems, tools, and resources to resolve the customer's problems; Responsible for developing or collaborating with a Solution Engineer to develop the problem isolation, solution creation, and solution implementation plan defined by the Incident Management Process (IMP) to help resolve the customer's problem
Performs additional troubleshooting activities, escalates problems to the appropriate party(s), and assists in communicating the solution to the customer;
Develop understanding of MSO systems, operations & policies that are used to resolve customer problems

Candidate profile and qualifications:

Fluently in speaking and writing of German language
Technical degree in Computer science or higher level of IT knowledge with related experience in some of these fields: General IT HW/SW installation and maintenance, MS OS installation, connection equipment and networking, web environment or similar.
Advanced knowledge level of Windows 98 2000, NT, XP and Vista;
Excellent communication skills at all levels including excellent listening skills
Possess strong customer service skills and be able to work in a dynamic team environment
Advanced problem solving and troubleshooting skills
Ability to work a flexible schedule (evenings/weekends); Ability to work in a multitask fast paced environment
Not convicted or in a process of conviction