- Providing initial remote technical software & hardware support to clients;
- Consistently interacting with customer and supervisors to have the issue solved;
- Analyzing problems/situations, understanding problem impact on client business;
- Applying problem solving techniques;
- Responding to client queries, providing timely resolutions to client issues;
- Maintaining highest client satisfaction;
- Maintaining positive client relationships even in severe and pressurized situations;
- Logging all related activities for each customer query and handling client data securely;
- Employing client ‘s standard support delivery methodologies and tools;
- Performing in international software support delivery processes and environments;
- Respond to requests for technical assistance in person, via phone, electronically;
- Follow service desk procedures;
- Performing problem management and end-to-end problem ownership;
- Redirect problems to appropriate resource;
- Identify and escalate situations requiring urgent attention;
- Track and route problems and requests and document resolutions;
- Stay current with system information, changes and updates;

- Fluency in German and French (both written and verbal);
- Proven IT education or 6 months job experience in customer support;
- Problem solver orientation;
- Very good analytical skills;
- Excellent communication and listening skills (both written and verbal);
- Strong communication and teamwork skills;
- Team player;
- Ability to perform under pressure;
- Ability to multi-task;