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DESCRIPTION
Location: Kiel, Germany
Are you a proactive problem-solver with a passion for high-quality service? We are seeking a dedicated and communicative professional to join a forward-thinking team in Kiel, Germany.
Our client is a global leader in the mobility sector, specializing in the development of seamless digital parking and mobile payment solutions. Based in Northern Europe, they provide the essential infrastructure that allows modern urban environments to function efficiently.
The project involves supporting a sophisticated ecosystem of back-office systems and consumer-facing technologies, ensuring reliability and high performance for millions of users as they navigate their cities.
The Role & Responsibilities
As an Support Technician, you will serve as the essential first point of contact for customers, ensuring that every technical inquiry is met with precision and professionalism.
- Incident Management: You will log and monitor incidents across multiple communication channels, ensuring all actions align with established Service Level Agreements (SLAs).
- Technical Triage: Your role involves conducting remote diagnostic tests and implementing fixes to resolve incidents efficiently at the first point of contact.
- Stakeholder Communication: You will provide regular updates to customers and internal colleagues via telephone, email, and support portals.
- Operational Excellence: You will perform proactive daily system checks and administrative duties, including user management and report generation.
- Knowledge Integration: You will contribute to the company's internal knowledge base by creating clear and concise technical documentation.
REQUIREMENTS
What You Should Bring
We are looking for a Service-Oriented Technical Professional who balances a methodical approach with excellent interpersonal skills.
The Must-Haves:
- A strong customer-oriented mindset and a professional demeanor.
- General technical proficiency with Microsoft applications and Windows operating systems.
- Excellent verbal and written communication skills in German and English, with the ability to explain technical issues to users of varying technical levels.
- An analytical approach to problem-solving and the ability to follow structured processes.
- Prior experience (1+ years) in a Service Desk or Customer Support environment.
- A foundational understanding of ITIL objectives and frameworks.