i2x logo

Technical Customer Support (m/f/d)

Berlin
General
IntermediateFull time
Languages
English - AdvancedGerman - Mastery
Skills
Engineeringcommunication skillsCustomer SatisfactionSQLJIRARESTCustomer SupportInstallationVirtualizationResearchTicketingHttpsBug Tracking SystemCitrixTime Management

Description

Your Responsibilities

  • Provide daily support to users of our i2x software.
  • Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
  • Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management.
  • Classify incidents based on severity and priority.
  • Use time management skills to assess, prioritize and follow-up on customer requests.
  • Utilize existing manuals or other reference materials to resolve incidents.
  • Collaborate with other team members to assist them with resolution of incidents.
  • Replicate and log reported bugs in a bug-tracking system.
  • Collaborate with and escalate to Support Engineers when required for complex cases.
  • Create and implement new processes to improve efficiency and customer satisfaction while reducing costs.
  • Visit customer sites if needed.

What we would like to see in you

  • Expert knowledge in Windows and Office.
  • Proficiency supporting multiple versions of Windows and understanding of Windows security settings and utilities.
  • Proficiency supporting several major web browsers such as Internet Explorer, Chrome, Firefox or Safari.
  • Familiarity with Citrix Virtualization Platforms.
  • Basic SQL skills.
  • Ability to analyse log files.
  • Strong communication skills and ability to remain calm and professional in all circumstances.
  • Native language level in German and high proficiency in English.
  • Experience in using Jira Service Management (or similar ticketing systems).

What you can expect from us

  • Exciting challenges which involve a mix of advanced research and high-quality engineering.
  • High degree of autonomy.
  • Ownership over your role and functional area.
  • We love solid engineering, independent thinking, being on the edge of science and technology, questioning existing state of things.
  • Complete transparency into the rest of the company.
  • Working with international, highly engaged people.
  • Work-family-friends balance – step off the treadmill and feel like a human again.
  • Choice of hardware.

https://i2x-jobs.personio.de/job/285662
Apply now
Share
These might interest you as well