German/English Technical Support Rep
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PIVOTAL Integrated HR Solutions is currently seeking a Bilingual German/English Technical Support Analyst to provide technical support in a 24/7 call center environment.
Primary Responsibilities: To answer inbound customer calls, emails and web submissions while providing resolution to Help Desk incidents within a timely manner. To demonstrate technical expertise and exceptional customer service skills. To escalate to appropriate support groups as required. To support specific customer needs related to Lotus Notes, VPN, SAP, and MS Extended Office Suite.
Major Function:
· Identify, evaluate and prioritize customer problems and complaints via telephone, email and/or web submissions to German and English customers.
· Perform initial call logging and incident management activities across multiple Call Management Systems.
· Perform password resets for NT/AS400/Mainframe/SAP/Other Proprietary Applications
· Resolve Lotus Notes 6.5 ‘How To’ questions/triage error messages/etc.
· Perform Secured token Pin resets/New pin mode/Lost token
· Resolve Virtual Private Network and dial up network connectivity issues
· Check status / escalate unresolved cases to appropriate support areas by utilizing available resources
LANGUAGE SKILLS: Must be fully bilingual in English and German
EDUCATION: Associates degree or 1-2 years of customer service/helpdesk experience in IT industry preferred. MOUS/MCP/MCSE/A+ cert. preferred.
EXPERIENCE: Working knowledge of Windows 95/98/NT/2000/XP, Networking, Internet Explorer 5.5, MS Office 2002/MS Access, Lotus Notes 6.5, VPN/dialup networking and Norton Anti-virus.
JOB SKILLS: Strong verbal, oral, problem-solving, customer service and multi-tasking skills.
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