Requirements

Expected technologies

Microsoft Excel

Our requirements

• Strong analytical, organizational, communication and people skills
• Proficiency in Microsoft Word, Excel and Outlook
• Ability to adapt quickly to new technologies, products, and procedures
• Ability to work and thrive in a multi-tasked and fast-paced environment.
• Be professional, have a positive “get it done” attitude and a strong work ethic
• Must be fluent in English and German

Optional

• Previous work experience in hospitality/hospitality school
• ITIL Service Management fluency

Your responsibilities

• Provide first level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route, and redirect problems to correct resources
• Respond in timely manner to tickets from customers, based on standard or account specific SLAs
• Follow the SLA for issues with respect to the severity or priority
• Follow-up with end users to provide status updates as per service level guidelines (SLA's)
• Take ownership by coordinating the feedback to the customer where analysis is required
• Take ownership of customer issues reported and see problems through to resolution in ZOHO Desk and JIRA system
• Update the support ticket with clear and complete information regarding the investigation and resolution of the ticket
• Being able to read and find information within changelogs, event logs and developer tool (console)
• Update customer data and produce activity reports
• Prioritize and manage several open issues at one time
• Escalate high priority or severe issues to supervisor/manager
• Diagnose and troubleshoot end user issues and provide appropriate solution
• Review daily assigned tickets to ensure current updates are provided
• Walk customers through problem solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed customers’ expectation
• Ensure proper recording, documentation and closure
• Actively participate in projects regarding modifications or improvements of internal procedures
• Maintain and increase knowledge of operational procedures, products and services
• Work collaboratively with people across the organization