TECHNICAL SUPPORT FIRST LEVEL

Functional overview

Tech Support is responsible for all questions relating to technical issue of using the LN Software.
The team’s objective is to solve customers as soon as possible and to achieve a high customer satisfaction by delivering a high service quality.

Duties and responsibilities

• Taking enquiries via telephone
• Processing the mailbox [email protected]
• Qualification of new enquiries
• Telephone support and error analysis (time required approx. 15-20 minutes)
  • on questions and problems with data imports from all interfaces into the LucaNet.Financial Warehouse as well as from the LucaNet.Financial Warehouse into the company codes
  • in the case of technical malfunctions of the LucaNet.Financial OLAP Server, LucaNet.Financial Client and LucaNet.Auto Task ClientCreation of articles for the knowledge database
• Creation of knowledge articles
• Review and correction of knowledge articles
• Handing over requests to the 2nd level
• Briefing new colleagues on the job

Minimum competencies

Professional Skills

• Good knowledge of Windows operating systems, good knowledge of Linux
• Basic knowledge of using SQL queries
• Basic knowledge of database systems
• Basic knowledge of written and spoken English (level B2)
• Good knowledge of the MS Office software MS Excel and MS Outlook

Soft Skills

• Good communication skills
• Good level of service and customer orientation
• Independence and initiative
• Sense of responsibility
• Quick comprehension and high willingness to learn

Minimum qualifications

• Experience (apprenticeship/work experience): Completed training in an IT profession (IT specialist for application development, IT merchant, information and telecommunication systems electronics technician) or comparable training and at least two years of professional experience, at least one year of which in the Tech Support and/or Operational Services area.