INCIDENT MANAGEMENT with German in Bucuresti

Our client is a multinational company specialized in process outsourcing. Requirements: — University degree - Economic background would be a plus; — Fluency in German and English (written & spoken); — Fundamental technical know-how on system trouble shooting; — Ability to solve urgent matters and work under pressure; — Experience in technical support with voice roles would be a plus; — Experience on stakeholder management would be a plus. Responsibilities: — Receives incidents through ticketing system, issues reported by customers; — Identifies, investigates and diagnoses the issue and takes necessary action to manage and assign it to the technicians; — Follows the incident life cycle and interacts with the Technical Department for the incident solution updates; — Performs follow up on all necessary incidents, as defined in process with the customer, to ensure timely closure; — Draws up reports regarding the frequency of the incidents and solving period; — Discusses with the client for process improvement.