IT Helpdesk - German

Job description

As a member of the Support organization, you will resolve post-sales customer inquiries via phone and electronic means. Your focus is to provide level three support including problem resolution within published goals using the Knowledge Base, write product documentation, use Web Resources, and Lab Testing, etc. to resolve issues. Calls are generally more complex application problems or requests to resolve problems if the system is “down” which relies on analytical and technical skills.

In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability. Key technical contact for clients and staff which includes training and coaching. Handle open service requests that are dispatched, implement fixes, (i.e. writing SQL scripts, and document the case for escalation), analyze the hardware or software problem and write case notes in the tracking system. Work is of moderate difficulty and needing some judgment. Support may be delivered via electronic channels (web, e-mail, etc.) or phone. Position may work in a call center environment as needed. Also, you will be the point of contact for new customers, introducing and educating them on Oracle as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.

Prior working knowledge of or the desire to quickly learn about Oracle products. In addition, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. An ideal candidate will demonstrate excellent communication skills, demonstrate prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success. Bachelors degree. 2 - 3 years of related experience.

Desired profile

Qualifications :

German (native speaker) and English language skills required.
Position will be required work in a call center environment and applicant should be available for any shift, including weekends.
Candidate will need to understand the use of operating systems, hardware environments, software, networking, etc.
Applicant will open and prioritize service request, analyze the hardware or software problem, provide real time resolution with follow up for more complex matters, handle open service requests that are dispatched, handle and document the case for escalation. Support will be delivered via electronic channels (remote access, web, e-mail, etc.) or phone.
At least 1 year of related experience.
Point of Sale/POS system knowledge is a plus.
Our ideal candidate will demonstrate the following: excellent communication skills, able to demonstrate prior skills and abilities, ability to prioritize, multi-tasking capability, contribute to the team and be an effective team player, and can demonstrate a commitment to ensuring customer success.