PMS Support Specialist with German at ShijiGroup

We are looking for a customer service-oriented Help Desk Specialist to provide functional support to users efficiently and effectively. This position is the first point of contact to customers.  The specialist will be managing (logging, identifying, categorizing, and prioritizing) as well as diagnosing and actively resolving customer requests via calls or/and ticketing system.  As part of the duties, the Support Specialist will need to escalate incidents appropriately, to maintain the service level agreements (SLA).  Responsibilities: • Provide first level contact and convey resolutions to customer issues • Properly escalate unresolved queries to the next level of support • Track, route, and redirect problems to correct resources • Respond in timely manner to tickets from customers, based on standard or account specific SLAs • Follow the SLA for issues with respect to the severity or priority • Follow-up with end users to provide status updates as per service level guidelines (SLA's) • Take ownership by coordinating the feedback to the customer where analysis is required • Take ownership of customer issues reported and see problems through to resolution in ZOHO Desk and JIRA system • Update the support ticket with clear and complete information regarding the investigation and resolution of the ticket • Being able to read and find information within changelogs, event logs and developer tool (console) • Update customer data and produce activity reports • Prioritize and manage several open issues at one time • Escalate high priority or severe issues to supervisor/manager • Diagnose and troubleshoot end user issues and provide appropriate solution • Review daily assigned tickets to ensure current updates are provided • Walk customers through problem solving process • Follow up with customers, provide feedback and see problems through to resolution • Utilize excellent customer service skills and exceed customers’ expectation • Ensure proper recording, documentation and closure • Actively participate in projects regarding modifications or improvements of internal procedures • Maintain and increase knowledge of operational procedures, products and services • Work collaboratively with people across the organization