About the Job
We are seeking a highly skilled Support Specialist to join our team. The successful candidate will be responsible for providing top-notch support to our customers, including problem resolution within established parameters using the Knowledge Base, product documentation, and lab testing.
The ideal candidate will have experience working in the Hospitality Industry, supporting customers over the phone, and using Remote Access Tools to provide exceptional support. They will also possess strong troubleshooting skills and the ability to identify opportunities to improve efficiency.
Responsibilities include:
* Providing first-level support to our customers with a focus on quality and customer satisfaction.
* Understanding customer needs, expectations, and assisting them using our applications.
* Tracking and documenting the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.
* Elevating Tickets that require further investigation by 2nd and 3rd Level Support.
* Analyzing and clarifying customer queries through troubleshooting and researching, using existing Knowledge Base, product documentation, and lab testing.
Qualifications include:
* Fluent in English and German.
* Experience working in the Hospitality Industry.
* Experience of supporting customers over the phone.
* Experience using Remote Access Tools to provide support.
* Naming skills – Setting up, troubleshooting, and configuring.
* Computer Skills – Setting up, upgrading, troubleshooting, installation, and configuration.
* Experience in a customer-facing role working to defined levels of service delivery.
* Experience of using IT systems to include OS installation and configuration.
* Strong troubleshooting skills with the ability to identify opportunities to improve efficiency.
* Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.
* Ability to work independently and in a team environment.
* Operates with energy, direction, speed, and quality.
* Experience of writing knowledge base articles for internal publication.
* Mentoring colleagues when faced with challenging issues.