This person will be responsible for handling customers enquiries according to the defined service level agreements, in order to ensure achievement of operational KPI's
Control of the internal and external service processes in case of failure Identification of appropriate problem-resolution procedures using specific customers information Single Point of Contact and Case Owner during execution and monitoring of customers Service Level Agreements Technical support and hotline for the assigned products Product-related technical support, application assistance and consulting On-site support for commissioning and troubleshooting, if necessary Coordination in project handling for customer-specific solutions Product qualification in terms of benchmarks, system tests and acceptance
• Technical school or technical university degree • Knowledge in IT or telecommunication area • Experience in Windows Server • Fluent English and good German • Very good analytical and communication skills • Motivated team player
• Knowledge of Information Technology Infrastructure Library (ITIL) • VoIP technologies knowledge • Cisco Certified Network Associate(CCNA) certification
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