German Speaking
Shift Lead

Are tasked to provide status reports and technical training. They will also provide basic troubleshooting and general technical support to global clients. This role reports to the Head of the Service Operations Center.

We are searching for two (2) qualified candidates to fill this role. If you are interested in joining our growing family, please send your CV with your updated contact information to recruitment@woyn.com.

 

Job Description:

  • Assign and manage shift schedules;

  • Train and coach Customer Service Officers;

  • Manage and measure performance of Customer Service Officers;

  • Provide status reports and forward pertinent operational details to senior management;

  • Respond to client inquiries;

  • Provide technical and general support services to various global clients;

  • Receive, process and resolve tickets per defined SLA’s;

  • Proactively update clients of potential problems and risks via close remote monitoring of hardware performance;

  • Properly escalate and coordinate priority issues to next level support for handling;

  • Follow appropriate handover details for outstanding tickets;

  • Maintain and update client details;

  • Comply with company policies and procedures including data privacy;

  • Provide excellent customer service with client’s utmost satisfaction in mind;

  • May be required to assist with recruitment activities.

Desired Qualities:

  • Strong analytical and problem solving skills;

  • Strong people management skills;

  • Strong communication skills;

  • Highly customer service-oriented;

  • Patient, courteous and friendly with a positive attitude;

  • Detail oriented and highly organized;

  • Effective time management and prioritization skills;

  • Should be able to work with minimum supervision;

  • Must possess the ability to learn new programs and processes quickly;

  • Must have the ability to thrive in a multicultural team atmosphere;

  • Should be able to work and interact with people of various nationalities and levels;

  • Willing to work in shifts;

  • Willing to work in BGC.

Experience and Qualifications Required:

  • Bachelor’s Degree focusing on Information Technology or equivalent;

  • Must have experience in customer service work environment;

  • Must have skills and knowledge in managing direct reports;

  • Knowledge in ITIL or certification is a plus;

  • Advanced hardware troubleshooting skills is desired;

  • B2 Level proficiency in written and spoken German;

  • Native speaker level proficiency in written and spoken English;

  • Knowledge in Microsoft 360;

  • Knowledge in MS Office Applications (Outlook, Word, Excel and PowerPoint);

  • Knowledge Linux multi-user operating system is an advantage;

  • Candidates with no Bachelor’s degree but possess the required qualifications and experience will be considered.