German Technical Support Engineer

About Atos Group

Atos Group is a global leader in digital transformation with approximately 56,000 employees and annual revenue of approximately €7.2 billion, operating in 54 countries under the Atos and Eviden brands. Atos Group provides tailored AI-powered, end-to-end solutions and is committed to a secure and decarbonized future.

Role Description

The German Service Desk Representative provides customer support and technical assistance to users in a German-speaking environment. The role handles incoming inquiries, troubleshoots technical issues, provides timely resolutions, and escalates issues when appropriate.

Core Responsibilities

• Provide German-language support via phone, email, or chat.
• Address inquiries, troubleshoot technical issues, and resolve problems.
• Document and track customer interactions and resolutions in the ticketing system.
• Escalate complex or unresolved issues to appropriate teams.
• Follow procedures for incident management, problem management, and service request fulfillment.
• Maintain high customer satisfaction through timely and effective responses and resolutions.
• Collaborate with cross-functional teams on process improvements and knowledge base updates.
• Keep current with product knowledge, system updates, and industry trends.
• Improve user documentation and knowledge base articles.
• Meet service level agreements and performance indicators for response time, resolution time, and customer satisfaction.
• Continuously develop technical skills through training and self-learning.

Experience and Qualifications

• Fluent German and English, both written and verbal.
• Previous customer support or service desk experience, preferably in technical support.
• Ability to analyze and resolve technical issues independently or collaboratively.
• Excellent customer service and interpersonal skills.
• Ability to work under pressure and meet tight deadlines.
• Strong organizational skills, attention to detail, and multitasking ability.
• Flexibility to work shifts, including weekends and holidays, according to business needs.

Skills, Knowledge and Abilities

• Problem-solving and troubleshooting
• Adaptability and self-learning
• Critical thinking
• Attention to detail
• Communication and teamwork

Performance Standards

• Response time
• First contact resolution
• Customer satisfaction
• Ticket documentation and management
• Technical knowledge
• Language proficiency
• Incident resolution time
• Quality of service
• Knowledge sharing
• Professionalism and collaboration

Atos is committed to diversity and inclusion and is recognized for its environmental, social, and governance performance.