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Customer Support Agent (m/w/d) in Berlin at Westcon-Comstor

Date Posted: 1/29/2019

Job Snapshot

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Job Description

Even though it may look like technology on the outside, it's human beings who are benefiting from this technology, and human beings who depend on Westcon-Comstor. It's not just the solutions we offer or the expertise we provide that's key to our more than 30 years of success. It's the passion of our more than 4,000 driven and highly skilled associates. Our service portfolio includes LAN / WAN infrastructure, IP communications, Contact Centre, Wireless and Security Technologies as well as server-based computing and application know-how. We provide design, deployment and support services to our partners and customers. In addition, solutions for enterprise performance management are developed, implemented and supported.

As a value-added global distributor of technology solutions and services, Westcon-Comstor Germany GmbH offers opportunities in a variety of disciplines, including sales, marketing, IT, operations and more.

In Berlin we are looking for a/an

Customer Support Agent (m/f/d)

The Technical Support Engineer role is critical to our business, being one of the most common customer interactions. We must deliver great customer service and ensure that every interaction is of the highest quality. To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. We would also like to see in your CV Networking, Security and Unified Communications certifications like Microsoft, Cisco, Linux or similar. If you're naturally a helper, enjoy assisting people with support issues and are able to explain technical details simply, we'd like to meet you.
Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Duties and Responsibilities
* To provide first line response for users requiring assistance with information technology issues and problems.
* Professional customer service interactions via the use of phone systems, email and/or using a help desk management system.
* Take ownership over maintaining good communications lines with the customer to keep them informed.
* Perform diagnostics and resolve incidents at first point of contact where possible.
* Update daily status reports and shift handover reports.
* To maintain a high degree of customer service for all support queries and adhere to all service level agreements (SLA's).
* To take ownership of user problems and be proactive when dealing with user issues.
* To escalate or allocate more complex calls to the relevant IT Support member. Escalate more involved problems to the appropriate Level 2 support team.
* Ensure all issues are properly logged.
* Prioritize and manage several open issues at one time.
* Follow up with clients to ensure their systems are fully functional after troubleshooting.
* Document technical knowledge in the form of notes and manuals.

Experience & Skills Required
* General knowledge of customer service practices and procedures or proven experience in similar role.
* Excellent telephone, verbal, written and other communications skills.
* Good organizational skills with the ability to prioritize and handle multiple tasks simultaneously.
* Ability to diagnose, troubleshoot basic technical issues and to provide step-by-step technical help, both written and verbal.
* Ability to handle stressful situations in a professional manner is a must.
* BS degree in Information Technology, Computer Science or relevant field.
* Excellent command in English (both speaking and writing).
* Availability for night and on-call shifts.
* Additional certification Networking, Security and Unified Communications like Microsoft, Cisco, Linux or similar.
* Other languages like German, Spanish or French are a plus.
* Knowledge of the ITIL methodology, change management processes and risk management processes is a plus.

We are looking forward to receiving your comprehensive application via our careerwebsite (cover letter, CV, salary requirement, availability).

Please contact:

Laura Höhn (Recruiting Manager Services)
Tel.: +49 30 3973 5200