Min Salary Group: E12 Tariff
End Posting Period: 9/18/23
This is an Onsite position and must speak German.
PURPOSE AND SCOPE:
Assists end users in resolving hardware and software issues by fielding telephone calls and email communication, diagnosing problems and performing troubleshooting activities. Documents, tracks and monitors the problem to facilitate a timely resolution.
VIP FOCUS:
Provide support for Very Important Persons (VIPs) - Board Members, Senior Executives.Able to be on -call for after-hours VIP SupportAct as a personal VIP support agent by building and maintaining strong relationships with VIP customers via various forms of contactWork with other VIP Support Agents group members to build a shared VIP persona & experience globallyProvide VIPs customers with industry-leading customer serviceMonitor VIP customer behaviors and interests and ensure that customer expectations are metEngage with VIPs players and at times other players including the chat room on siteAssist in the execution of VIP Events using Microsoft Teams, Microsoft Teams Live or other presentation solutionsTroubleshoot local issues, escalate issues as needed, maintaining ownership of the issue on behalf of the VIPExcellent written and verbal communication skills as well as physical presentation with a particular focus on clearly articulating IT incidents andsolutions so that both end users and technical support staff understand what is being communicated.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
PHYSICAL DEMANDS AND WORKING CONDITIONS:
The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Overtime may be require including nights, weekends and holidays.
May lift or carry objects and materials weighing up to 50 pounds.
SUPERVISION: None
EDUCATION:
High School Diploma required; Associate’s Degree desirable; and Bachelor’s Degree strongly preferred
EXPERIENCE AND REQUIRED SKILLS: