Job Description
Your contribution to something big:
* Respond to all calls, emails and common requests for technical 1st level support
* Analyse technical problems (root cause analysis) and provide technical assistance to customers via phone, email or chat making use of remote access tools First level resolution rate: 50% after 6 months, 70% after 12 months
* Follow defined work instructions and escalation processes for all possible types of incidents
* Track all incidents in our internal incident management system
* Maintain communication with other Bosch sites, departments and colleagues which are engaged into the support processes
* Input for FAQ and knowledge data base
* Establish good relationships with colleagues and customers in order to achieve a correct flow of information
* Willingness to work in the office and/or remote according to business needs
Qualifications
What distinguishes you:
* Education: Technical education in IT systems or experience and advanced knowledge in hardware and software support topics
* Experience and know-how: Professional experience in a customer facing position would be an advantage
* Languages: Italian oral and written communication skills level C1 (minimum) required and English oral and written communication skills level B2 (minimum) required. Other additional European languages are a plus.
* A team player who is 100% service and solutions focused
* Methodical troubleshooting skills required
* Working knowledge of SAP would be an advantage
* Previous experience or affinity with automotive electronics would be an advantage
* Soft skills required: Customer orientation, professional communication, team player skills, able to work under pressure
* Willingness of taking over responsibility for assigned projects as needed
Additional Information
What we offer you:
Challenges in an international environment | career opportunities in one of the best companies in the world | flexible hours | medical services | discounts for employees | sports and health related activities | canteen | good access to public transports | space for creativity.
Success stories don´t just happen. They are made...
Make it happen! We are looking forward to your application!