German Customer Support - Braga Or Remote

.Shape your world and work your wayOur purpose is to make the world more sustainable by building trust in society through innovation. This is our way of working and our vision for the future.To do this, we need more people who share our vision for the future. People who recognize the vital role technology plays in making the world a better place. People who can shape the way the world lives and works. People like you.Come and work with us!We are looking for candidates passionate about technology and innovation, customer-oriented, with the ability to multi-task and with great organizational, communication, and interpersonal skills.Join a multicultural, dynamic, and enthusiastic team of over 1900 colleagues from all over the world!Role PurposeTo provide a single point of contact for users, dealing with the management of both routine and non-routine incidents, problems, and requests. Provision of 1st line support for incidents.Key AccountabilitiesTechnical Capability: Works under supervision, supporting standard technical queries related to a single product/small set of products (e.G. Microsoft products, operating systems, basic networking, PCs).Problem Solving: Takes ownership for listening to and understanding basic customer problems, asking relevant questions to resolve typically known problems within required timescales. Knows when problems are 'beyond them' and escalates so they can be resolved.Service Level: Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis.Team Working: Acts as a team player and is viewed by colleagues as a helpful and effective member of the team.Personal Development: Takes ownership of own development and has a development plan in place.Business Awareness: Develops an understanding of customer's environment and service delivery requirements to enable the delivery of a first-class service.Process: Documents actions taken in resolving routine customer inquiries ensuring established processes/systems are followed