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Job Description

Title: Hypercare technical support position

We are looking for a hypercare technical support assistant for an upcoming opportunity.

Location: Munich, Germany
Project duration: 3 – 12 months, depending on your availability
Day-to-day-activities and responsibilities:

-Conduct rounds throughout the day, making sure users are as comfortable as possible
-In cases of queuing, help users with immediate needs (e.g.  User having trouble connecting to Skype for meeting with executives in 10 minutes)
-Connect with IT/IS to understand whether pushed updates could affect user laptop/device drivers
-Have clear escalation pipeline in place – ensure at least 2 POC for each issue
-Emphasize exceptional customer service. Hypercare will encompass all issues in the NGW space
-Emphasize to new Hypercare resources the importance of empathizing with end users as they are going through a big transition
-Daily peripheral reconciliation
-Require Hypercare resources monitor E-mails and Skype IMs regularly and to respond to inquiries in a timely manner
-Log each and every issue/query/feedback to the Hypercare Assistance System
-Advise Hypercare team to assign a team “lead” as POC or assign one for team if needed

Job requirements:

-Accountability: You are accountable to the user and the smooth operation of the NGW concept.
-Attention to Detail: Client-facing front line of exceptional customer service requires keen attention to details that can make a big difference for the end-user.
-Situational Awareness: Understand the core needs of the user(s), prioritize issues and strive for maximum efficiency in resolution
-Communication: Perfect German communication skills & good English communication skills
-Technology: Troubleshoot Skype (and Skype for Business), Microsoft Office 365 knowledge, comfortable with video technology and general troubleshooting. Hard- and/or software configuration and troubleshooting knowledge is a bonus.
-Experience: prior experience in troubleshooting, technical support or customer service

-Employee status: Independent contractor

Compensation: $2500.00 – $3000.00/ month
If you are interested in this position, please fill out the following short form: https://www.cognitoforms.com/McLeanIW/ApplicationForm
We will get in touch with you shortly after receiving your application.


About McLean Intelligent Workforce

McLean Intelligent Workforce provides talented professionals with opportunities and projects, whereas it also provides clients with the professional they need at the right time, in the right place. We are now focussing on the IT industry and are always able to offer opportunities to the right people. At MIW, we value our workforce for who they are by engaging them in short- and/or long-term opportunities that will strengthen their career and help them reach their personal and professional development.
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