German Analyst (Remote) - Permanent

Alphanumeric Lisbon is hiring a German Help-Desk to work from home providing level one technical support in German and English to clinical clienteles via inbound calls, emails, and tickets.

You MUST be based in Portugal to be eligible for this job.
Shift is Monday to Friday 7 am to 4 pm (Lisbon time)
Full-time permanent role (6 months probation period)

OUR OFFER:

Work from the comfort of your home
Monthly internet allowance
Employer-paid E-Learning courses
Employee recognition awards
Referral bonus program
Team building activities/events
Continuous coaching, training and development.

Position Summary:

Provide Service Desk support to external customers and users
Receive, document and track all incoming customer/user calls for immediate remedy and closure
Utilize computer and database information to update incident status
Serve as the single point of contact (SPOC) for incidents, including owning the call through closure

Provide service desk support to contracted clients
Use defined procedures for responding to customer calls
Collect information from caller and document data elements in designated tool
Maintain records of all calls from customers using designated Service Management tool
Provide detailed documentation of all steps involved in resolving customer issues
Escalate issues to the appropriate department and personnel
Investigate, examine, troubleshoot and solve hardware and software issues quickly
Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customer

Full-Time (40 hours/week)