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
-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.