Customer Service Specialist with German

-Verification of priorities and data contained in the ticket as well as accuracy of solutions available

-Ensure that the process and procedures are followed;

-Assess and escalate high priority incidents and collaborate and support incident management processes to the service restoration.

-Ensure effective escalation handshake.

-Supporting first-line agents in periods with a high volume of calls;

-Provide Customer-specific training for new hires;

-Identify opportunities for automation and shift-left towards self-help or level1;

-Script triggers and document for training situations that can help identify bigger problems (e.g.; a site is down, service in-accessible, virus issue etc) with some seeding initial events.

-Quality control of incidents: Providing feedback and learner methodology or tooling to first-line analysts.

-Good communication skills;

-Good IT Knowledge;

-Fluent English written and oral skills;

-Fluent German written and oral skills;

-Awareness of ITIL and business processes would be an advantage

-Attention to detail.

-Flexibility