L1 IT Customer Support with German and English

📌 Core Information

🔹 Job Title: L1 IT Customer Support with German and English

🔹 Company: EVERIENCE

🔹 Location: Romania

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service

🔹 Date Posted: Tue Apr 01 2025

🔹 Experience Level: 0-2 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Providing accurate and optimal IT solutions via telephone, emails, or chat
• Assisting in troubleshooting issues related to office software, Windows, and hardware
• Contributing to customer and support issue resolution for enhanced satisfaction
• Meeting and maintaining project performance indicators

ASSUMPTION: The role will also require maintaining a backlog of customer issues, implying that candidates should be organized and detail-oriented.

📋 Key Responsibilities

✅ Provide accurate IT solutions via telephone, emails, or chat and assist in resolving customer support issues.

✅ Communicate with other teams and escalate complex issues as necessary.

✅ Follow-up on existing backlog to ensure issues are addressed timely.

✅ Comply with project’s performance indicators to maintain service levels.

ASSUMPTION: Emphasis is on creating a positive customer experience, suggesting that empathy and patience are key for this role.

🎯 Required Qualifications

Education: Technical college or university education is not mandatory as necessary training will be provided.

Experience: Previous customer support experience is an advantage.

Required Skills:

• Fluent in German and English (B2/C1)
• Excellent customer service abilities
• Ability to work in a dynamic environment and multitask

Preferred Skills:

• Experience with troubleshooting IT issues
• Familiarity with Microsoft Office Suite

ASSUMPTION: Since technical education is not required, in-house training will be robust and comprehensive.

💰 Compensation & Benefits

Salary Range: Not specified; typically competitive within the industry.

Benefits:

• Permanent contract
• Central office location with top facilities
• Performance bonus and expense account for holidays
• Meal tickets, gift vouchers, and extra vacation days
• Regina Maria medical package and fruits provided

Working Hours: 40 hours per week, availability for shifts required.

ASSUMPTION: Benefits package suggests a strong focus on employee well-being and retention.

📌 Applicant Insights

🔍 Company Context

Industry: Information Technology & Services

Company Size: 3,600 employees in Europe, suggesting a medium-sized company with international operations.

Founded: 2012

Company Description:

• Evolving digital transformation support for businesses
• Diverse operations with significant presence in Europe
• Strong commitment to employee skill development and diversity

Company Specialties:

• Applications Functional Support
• IT Service Desk
• Business Process Outsourcing (BPO)

Company Website: https://www.everience.com/

ASSUMPTION: The company likely prioritizes innovation and continuous improvement given its focus on digital transformation.

📊 Role Analysis

Career Level: Entry-Level

Reporting Structure: Likely reporting to a team lead or manager within the IT support team.

Work Arrangement: On-site with potential for internal mobility to other offices or roles.

Growth Opportunities:

• Opportunity to advance to L2 or L3 support roles
• Potential lateral movements to other departments
• Access to extensive training programs

ASSUMPTION: Career progression likely supported through on-the-job training and experience.

🌍 Location & Work Environment

Office Type: Central offices with modern facilities

Office Location(s): Various European locations including Bucharest and Timişoara

Geographic Context:

• Convenient city-center locations with good transport links
• Vibrant local culture and amenities nearby
• Opportunities to engage with an international team environment

Work Schedule: Shift work required to maintain 24/7 IT support operations.

ASSUMPTION: The cultural and geographic diversity of team members will likely enhance the work environment.

💼 Interview & Application Insights

Typical Process:

• Initial HR screening
• Technical assessment or problem-solving exercise
• Interview with IT support manager

Key Assessment Areas:

• Language proficiency (German and English)
• Technical troubleshooting abilities
• Customer service scenario handling

Application Tips:

• Highlight multilingual skills in your resume
• Prepare examples of past troubleshooting and customer service experiences
• Research the company’s core technologies before interviews

ATS Keywords: Customer Support, Technical Troubleshooting, Fluent German, Fluent English, IT Service Desk

ASSUMPTION: A proactive approach in problem-solving will be viewed favorably during assessments.

🛠️ Tools & Technologies

• Microsoft Office Suite (Office 365)
• Windows Operating Systems
• Specific client applications (e.g., SAP, Oracle)

ASSUMPTION: Familiarity with general IT software will be important even if the specific client applications will be taught during training.

👔 Cultural Fit Considerations

Company Values:

• Commitment to diversity
• Personal and professional development
• Collaboration and teamwork

Work Style:

• Dynamic and fast-paced environment
• Team-oriented with a focus on collective goals
• Customer-centric approach

Self-Assessment Questions:

• Am I proactive in resolving customer issues?
• Can I thrive in a multicultural team setting?
• Do I have the patience and empathy needed for customer service roles?

ASSUMPTION: The company culture emphasizes a supportive and inclusive atmosphere, fostering both individual and team growth.

⚠️ Potential Challenges

• Handling multiple customer queries simultaneously
• Adjusting to shift work and non-standard hours
• Navigating complex IT issues with limited initial experience
• Maintaining high performance under pressure

ASSUMPTION: Support will be made available through comprehensive training and a collaborative team environment to mitigate these challenges.

📈 Similar Roles Comparison

• Other IT customer support roles may require technical certifications
• Similar roles might offer hybrid work arrangements
• Compensation packages could vary significantly based on region

ASSUMPTION: The role provides a solid entry point into IT support, offering learning opportunities and industry exposure that can be parlayed into advanced positions.

📝 Sample Projects

• Resolving common troubleshooting tickets related to software and hardware issues
• Collaborating with team members on issue escalation processes
• Contributing to the development of internal knowledge bases for support teams

ASSUMPTION: Sample projects might focus on enhancing operational efficiency and service quality through collaborative efforts.

❓ Key Questions to Ask During Interview

• What specific training programs does EVERIENCE offer for new hires?
• How is performance measured and rewarded in this role?
• What opportunities for career advancement are available?
• Can you elaborate on the team structure and dynamics?
• What are the company's future plans for expansion or growth?

ASSUMPTION: Inquiring about career development paths and company goals can provide insights into long-term possibilities with the company.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare your resume or CV emphasizing relevant experience and skills
• Include a cover letter detailing your interest in IT customer support
• Ensure contact details are up-to-date for potential interview scheduling
• Review the job description and prepare for potential technical assessments

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.