Scope • 1st Level Support/Hot Line experience • Ability to De-Bug and Reproduce BUGS, Issues and report them accurately (OTRS or JIRA Support Desk) • Respect SLA Defined by customer and Deliver to their scope and Priority • Respect Priority and Follow-up internally and externally (customer) • Working in a modern English-speaking team with German a plus
Reporting to User Satisfaction Team Lead (Head) and to COO
Responsibility & Location • 0/1st Level Support and resolving Tickets and Incidents as reported • Leverage from Internal learnings and create documentation to deliver to customers • IT Skills, knowledge of IT Systems like LINUX or any other IT Platforms • Collect Logs and analyze them for 1st line of issue to report to Dev Teams to work on • Respect Priority and Timely response to the customers • Pro-active in seeking resolutions to Incidents • Have fun doing the task • Munich – Germany
Profile • Good attitude with a Can-Do attitude • Respect for the customer and their urgency • Polite in mannerism and good IT Skills to capture the essence of the problem • Communication skills with the desire to resolve issues
KPIs/Deliverables • Resolution & Closing of Tickets • Quick response to Resolving issues and sending them to 2nd or 3rd Level support lines, • Manage daily OTRS or JIRA Help Desk Tickets resolution logs