IT Operations Analyst with German
Sales Consulting
Brasov, Romania
4 zile în urmă

Our client is a global management consulting and professional services company that provides strategy, consulting, digital, technology and operations services.

Requirements :

  • Fluent in English (B1-B2)
  • Fluent in German (B2-C1)
  • Responsibilities :

  • Ensures proper documentation, notification, escalation, tracking and follow-up
  • Receives and logs internal and / or external customer problem / request / issue and ensures proper documentation
  • Performs customer request / problem identification and follow defined procedures to resolve correctly and timely; documents troubleshooting efforts and customer information in data capture tool and, when required, transfers call or promptly notify responsible party for further investigations and resolution
  • Performs incident notification and escalation to ensure problems / requests / issues are communicated effectively and receive proper management attention
  • Shares information required for the team to be successful and creates knowledge base articles once information is validated with TL and L2 Teams.
  • Acts as the primary knowledge resource for a product / service and uses this knowledge to raise process and / or procedure improvement opportunities to supervisor / team lead, and promotes client products and services by suggesting additional or alternative products to meet customer’s needs
  • Contributes and maintains knowledge of customer and customer-specific business environment, customer Service Level Agreements and department’s / product’s key performance requirements
  • Follows up on incidents to ensure customer satisfaction; completes outbound customer contacts to resolve customer issues or recommends products / services, e.
  • g., follows up on customer issues; completes and resolves non-call customer contact requests received by email, self-service portal or chat

  • Assists with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement
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