German Speaker Technical Support Specialist

• Analyze basic customer issues to identify problems and recommend corrective actions.
• Actively listen to customers to understand their issues or concerns and to provide superior client-focused service.
• Troubleshoot certificate products on various operating systems, devices, and software.
• Develop and publish documentation to be included in our Knowledge Base.
• Performs, if need arises, web content management tasks by executing and delivering web content goals based on Tech Support guidelines.
• Actively contribute to Web self-help by using Knowledge Centered Support (KCS) principles.
• Actively support achievement of team goals, objectives and compliance with contractual service level agreements (SLA) by ensuring all customer enquiries are responded to in a timely manner.
• Achieve and maintain high levels of customer satisfaction which is measured using Net Promoter Scores (NPS)
• Responsibility for complying with company policies and procedures, including but not limited to information security and acceptable use, and for undertaking mandatory in-house company training as required.
• Undertake other job responsibilities and accountabilities within the remit of the job role as and when these may arise. This could include a change to shift patterns, evening and weekend work, as per the requirements of the department and business.

Requirements:

1. Bachelor's Degree graduate, related technical degree, or equivalent work experience preferred
2. Excellent written and oral communication for both English and German.
3. Working knowledge of Microsoft Office Suite, Windows and Linux Servers, Adobe products.
4. Basic understanding of networking protocols and devices, Web servers and VPN.
5. An aptitude for technical products and working with systems. ▪ Excellent listening skills.
6. Customer-focused and passionate about providing excellence in customer service.
7. Good problem solving and analytical skills.
8. Ability to work individually as well as in a team environment.