Full-Time IT Help Desk Consultant 1st level with German

Main objective:Assures customer satisfaction by offering support via phone, email, chat and web, information, assistance and registers into the database the customer’s requested changes while resolving complaints completely and properly, in accordance with procedures.

Main attributions and responsibilities:

• Offers 1st and 2nd level support to Bosch users/business partners for assistance/information, following procedures.
• Identifies, analyzes, solves and documents user errors.
• Assures solution correctness and durability.
• Participates in improving customer service metrics (dropout rate, call resolution).
• Promotes company image through positive attitude and client-orientation.
• Records call details in the ticketing system.
• Supports colleagues and demonstrates team spirit.
• Adapts to changes in company procedures and services.
• Seeks help from colleagues with more experience for difficult calls.
• Complies with the company's International Procedure System of Integrated Management manual (quality, environment, health, safety).
• Applies company procedures and interdepartmental procedures.
• Performs other tasks as requested by supervisor.

Knowledge and Skills:

• Proficient in English and German.
• Excellent communication skills, appropriate tone, active listening.
• Customer-oriented.
• Flexible.
• Persuasive.
• Promotes company image.
• Positive attitude.
• Autonomous.
• Calm under pressure.

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