Technical Support Representative - German speaking

Key responsibilities

• Act as a single point of contact for phone calls (primary), chat and emails
from users
• Assist customers with basic, how to, account, portals, etc related inquiries
• Coordinate with customers to track their details, navigate users to accurately
enter their data in the portals/applications
• Responsible for maintaining a high level of professionalism with customers
and establishing a positive rapport with every contact.
• Excellent communication skills, able to communicate well with internal and
external contacts
• Collect, verify and record information provided from the contact in order to
accurately and quickly deliver solutions
• Identifying correct knowledgebase article(s) to use in performing necessary
steps to restore service
• Create/Update/resolve/document incident query/resolutions in the Help
Desk tool based on user communication via phone, email, chat etc.
• Troubleshoot/dispatch basic hardware issues
• Adhering to Priority service levels and assigning these appropriately for the
described issue using provided support processes.
• Ability to understand and troubleshoot hardware and software issues
remotely through screen sharing software
• Ensure that issues are resolved within ticket life cycle
• Co-ordination between users and resolver groups (if necessary)
• Incident handling and escalation management
• Work independently and within a team
• Maintain up-to-date knowledge of products, services, and resource materials
to provide adequate support and accurate information to customers

• Manage multiple assignments simultaneously without any / minimal
guidance or help from seniors or peers team members
• Adhere to Tech Mahindra and client’s procedures, policies and guidelines
• All KPI related tasks must be followed & adhered to avoid business impact
• To ensure that breaks are pre-approved by SME, Team Leader or Manager
• Strong problem resolution skills
• Provide feedback on procedures
• Escalate unresolved calls to the resolution support team
• Take ownership of user problems and follow up the status of problems on
behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and
adhere to all service management principles
• Any additional ad hoc tasks that may contribute to a better service to the
client or improvement to the KPI
• Perform peer-to-peer call/ticket/language audits
• Flexible working in rotational shifts including weekend and bank holidays