1st Tier Support Engineer – German

Iasi
Posted 11 luni ago

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 company 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 lab environment.
  • Work within SLA guidelines.
  • Maintain high level of customer satisfaction.

 

What are they looking for?

  • Solid understanding of OSs – Windows Servers, Workstations & Mac.
  • Solid understanding of SAAS based solutions.
  • Knowledge in popular network topologies & security solutions.
  • Excellent English language skills – both spoken and written.
  • Fluent German language skills, both spoken and written.
  • Advantage – Previous experience with RMM / PSA solutions.

Our client is ready to trust you with successful, long-term collaboration. What about you?

Connect with us at paula.pricope@itswise.ro and let’s talk about your next opportunity!