Graduate Technical Support Representative (German/English)

About the role

This role resolves moderate to complex technical problems, answers questions about services and products, and helps customers proactively. It works independently using established protocols, with moderate judgment, and coordinates departmental work while building positive relationships within the organization.

Key responsibilities

• Resolve technical problems of moderate to complex nature, covering hardware and software, through incoming customer interactions and proactive notifications.
• Provide detailed answers on services, products, technical matters and customer relations, including features, specifications and repairs, aligned with warranties, enterprise agreements and mission-critical support.
• Assist customers proactively to prevent problems and take part in initiatives that improve processes and quality.
• Work with clients, programmers, QA testers and managers to deliver smooth project outcomes, and build trusted relationships with customers.
• Recommend improvements, coordinate departmental work, mentor the team and act as an escalation point for issues in the related area.
• Review, analyse and verify work to ensure effective business controls.

Required profile

• Recommended high school diploma, GED, higher secondary education or commensurate work experience.
• Typically 0-2 years of related experience, preferably in remote support, telephone support, technology or customer environments.
• Fluent German and English; results orientation, learning agility and customer centricity.

Required skills

• Desktop support and help desk support
• IT service management and issue tracking
• Microsoft Office 365 and Windows 10/11
• Active Directory, printer knowledge and peripheral devices