IT Support Specialist
vor 1 Woche
About the Role
We are seeking a highly motivated and customer-focused IT Support Specialist to join our team at SVA. As a key member of our support team, you will be responsible for providing exceptional technical support to our customers and internal stakeholders.
Key Responsibilities
- Act as the primary point of contact for technical inquiries and issues, coordinating communication between manufacturers, customers, and internal departments.
- First-level support: Receive, analyze, and resolve customer inquiries and issues via phone, email, or ticketing system.
- Incident Management: Document and escalate incidents to relevant teams.
- Manage hardware support requests from customers, escalating to manufacturers as needed. Upon request, coordinate with a technician for hardware replacement and monitor the process until completion.
- Maintain and update our knowledge base with solutions and processes.
- Collaborate closely with colleagues in the 24x7 shift team, providing support and assistance as needed.
Requirements
- Completed vocational training or equivalent professional qualification. While an IT-related education is not mandatory, we value customer-friendly and stress-resistant individuals.
- Basic knowledge of ITIL and common ticketing systems is beneficial but not required.
- Excellent communication and interpersonal skills, with prior experience in customer-facing roles, preferably in a telephone-based environment.
- High customer and service orientation, as well as strong teamwork and communication skills.
- Proficiency in German (C1 or higher) and English (B2 or higher) in both spoken and written forms.
What We Offer
- A flexible work schedule that suits your lifestyle.
- A dynamic team and a supportive work environment.
- Modern work equipment, including a notebook and smartphone of your choice.
- Opportunities for professional development and growth.
- A family-owned, independent company with a strong focus on service quality and a down-to-earth approach.
- The freedom to work independently and take ownership of your tasks.
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