Be part of us
Hemmersbach provides IT infrastructure services in more than 190 countries with 50+ own subsidiaries. We deliver exclusively for the leading companies in the IT industry.
As pragmatic problem solvers, we not only enthuse our customers, but also make the world a better place : 20% of our profits go into our Direct Actions Hemmersbach Rhino Force and Hemmersbach Kids’ Family.
That’s why Hemmersbach is The Social Purpose IT Company.
You will act as Technical Service Point in 2nd Level Support for our international clients. You offer your technical assistance over the phone after analysing problem descriptions of end users and diagnose cause of errors.
You perform remote troubleshooting through diagnostic techniques and pertinent questions trying to determine the best solution for the customer.
To enthuse our customers daily by an excellent, service-oriented customer and technician support :
You communicate with the users regarding IT-relevant problems and inquiries, accompany the users step by step via telephone or email on the way to solving the problem and put a smile on their face.
You create action plans to the next level of technical field support for unresolved problems and have an active contact with a dispatch and local management team.
Through your reliable error analysis and identification of technical problems of different hardware, you contribute to the maintenance of our high support quality.
You meet daily-established KPIs, timelines (SLA) and monitor ticket flows.
You document your approach and your problem solutions in a ticket system.
You proactively identify and suggest possible improvements on processes and procedures
Monitor and handle ticket queue
Monitor and handle group mailbox
Contact end-users via phone and / or e-mail to provide technical support
Efficiently use technical documentation and available tools
Read technical documentation and newsletters
Support and / or liaise with other internal teams to progress the ticket
Native French and excellent English is a must
Experience with print devises, HP knowledge a PLUS, best case including ticket systems
Strong troubleshooting, analytical and soft skills
Customer service-oriented and cool-tempered profile with effective communication skills
Practical knowledge of MS Office (Word, Excel, Power Point)
Ability to work on numerous tasks simultaneously
Ability to learn new things, take ownership and work in a fact pace service desk environment
Stable, independent work in international, flexible and open company
Taking part in a new, international project
Welcoming and friendly work environment within young team
Direct communication and flat structure
Great opportunities for both professional and personal development
Space for your own ideas