Technical Support Engineer with German (Bucharest)

We are looking for candidates with fluent German + English, with previous experience in working on L1 and L2 support line. 

For this role it is mandatory to have understanding on  how a devide operates/works and interpretating electrical schemes.

Junior Technical Support Engineer (L1)

• Flexibility in the program, availability to work on-call and weekend shifts when needed;
• During On-call shifts, the agent needs to pick-up and offer support for the incoming interactions arriving on the Phone channel;
• Answering phone calls in the mentioned languages in the require language field, on a priority established by the team leader;
• Handling emails / web cases / chats, translating them into the appropriate language, depending on customer requirements, as per the service levels agreed in terms of response time;
• Troubleshooting technical problems according to the Standard Operating Procedures (SOP) and process trainings;
• Correct and complete documentation of all incidents, with accurate description of all troubleshooting steps followed;
• Communication skills ability to build rapport with users on long calls and ability to deliver feedback to Level-1 analysts in an effective manner;
• Ability to effectively prioritize tasks, and strong time-management skills;

Technical Support Engineer (L2)

• Acting as backup for L1 lines during peak time and answer overflow calls.
• Troubleshooting technical problems according to the Standard Operating Procedures (SOP) and process trainings;
• Correct and complete documentation of all incidents, with accurate description of all troubleshooting steps followed;
• Accurate, complete and correct documentation of the resolution implemented or work around applied, mentioning the knowledge article used, for all incidents and service requests handled;
• Communication skills ability to build rapport with users on long calls and ability to deliver feedback to Level-1 analysts in an effective manner;
• Ability to effectively prioritize tasks, and strong time-management skills;

Schedule:

• day, night, weekend shifts of 8h/day +1h lunch break not included in the working time, 5 days per week between Monday to Sunday
• 2-3 days in office, night shifts and weekend from home
• training for L1 2-3 weeks from office, training for L2 - 1 week in Germany and maybe 1-2/month business trips