Primary responsibilities:

• Provide support on email to diagnose and resolve problems while providing end user assistance

• Escalate support requests to the concerned person as necessary following established procedures

• Research and analyse each issue and resolve the issue with the user. Continue to build up your knowledge base so that more and more situations are resolved within the Level 1 support organisation

• Establish and manage a close working relationship with service owner, 2nd level support, 3rd level support

• Address and resolve basic incidents and requests; logs all incidents and requests; engage appropriate service resources to resolve incidents that are beyond the scope of Level 1 ability or responsibility

• Manage L1 support priorities, complete tasks within given time frame and with the expected level of quality

• Build and manage stakeholders’ trust and provide single point-of-contact for the customer • Auditing supplier submitted documents and writing comprehensive comments and recommendations based on audit findings

• Must be well versed with professional language and ethics as vendor communication is sensitive and critical.

Role Requirement:

• Excellent command of the German language with strong written and verbal communication skills and will be able to communicate effectively across all levels and stakeholders

. • Assure quality of service is delivered within the expected SLA and KPI

• Strong problem-solving skills • Contribute to the overall performance and success of the service

• Team up with others for problem and incident resolution

• Incident tracking & resolution

• Act as a team player, actively share knowledge across the team

Education Qualification:

• B.com, BA (with German Specialisation) (Exclude – BE, B.tech, , Technical (Grad and Post Grad)) • German language certification, Advanced Diploma from Pune University (or equivalent courses–from Goethe Institute (MMB), etc.)

• Min German proficiency level of B2. C1 or C2 would be highly preferred

Professional Requirement

• 0 – 2 years of experience (Freshers with Distinction can also apply)

• Experience in customer support role will be an added advantage

• Some exposure to Accounts Payable desired, but not mandatory Shifts:

• Should be open to work and complete task irrespective of shift. Behavioural Competency

• Good Communication skills – written and verbal

• Ability to work under pressure and with supervision

• Problem sensitivity • Adhere to Company policies

• Active learning

• Attention to detail

• Ownership – Responsibility & Initiative

• Ability to Priorities and organize own workload to ensure deadlines are met

• Enthusiastic, Dynamic, Flexible & Committed with the ability to focus on the big issues while not losing sight of the detail