German Speaker - Remote Job

Role, responsibilities, and skill sets:·

-Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users
-Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem problem resolution.
-Responds to telephone calls, email, chat, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
-Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumventions.
-Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
-Identify, evaluate and prioritize customer problems and complaints