Support Engineer – German

Iasi
Posted 2 months ago

ITSWISE11

Do you love to help people and learn new technologies? Now you can be a part of a company that is changing the way MSPs do business. Our client has developed a SaaS solution for MSPs that combines three products into one: RMM, PSA, and Remote Access, on the top of all that – it is very simple to use.
They are now seeking to expand the Support team to preserve good relations with their valued clients. They are looking for a teammate that is passionate, energetic, and can empathize with customers to ensure they get the proper assistance and the right solution.

What will you be doing?

  • Answer questions and deliver support to customers with varying degrees of product knowledge.
  • Log all activities and transactions with the customers in our Helpdesk ticketing System.
  • Identify and escalate tickets to the appropriate teams when needed.
  • Perform proactive follow-up with customers.
  • Analyze ticket trends by evaluating reports.
  • Reproduce customer issues in the lab environment.
  • Work within SLA guidelines.
  • Maintain a high level of customer satisfaction.

You will study and explore:

  • OSs – Windows Servers, Workstations & Mac.
  • SAAS based solutions.
  • Popular network topologies & security solutions.
  • RMM / PSA solutions.