1st Level Support Specialist with German
Posted
Key Responsibilities
- Provide 1st level support to end users in German and English via ticketing system, email and telephone.
- Handle incidents, service requests, and user inquiries related to expense reimbursement processes.
- Troubleshoot issues connected with expense reports, approvals, workflows, and user access.
- Guide users through system functionalities and reimbursement procedures.
- Identify recurring issues and contribute to process improvements.
- Monitor and manage support tickets in accordance with SLA requirements.
- Escalate complex issues to 2nd Level Support teams when necessary.
- Maintain accurate documentation of support activities and solutions.
- Collaborate with operational and process teams to identify recurring issues and improvement opportunities.
- Support onboarding activities and user training initiatives.
- Ensure professional communication with stakeholders in German and English.
Required Qualifications and Experience
Must-have
- Fluent German (minimum B2).
- Good English skills (minimum B1).
- Strong troubleshooting and problem-solving skills.
- Excellent communication and stakeholder management skills.
- Ability to work in a fast-paced, process-driven environment.
- Good knowledge of MS Office applications.
Nice to have
- Experience in Customer Service, Help Desk, Service Desk, or 1st Level Support role.
- Experience with SAP Concur.
- Experience supporting finance, travel & expense, or procurement processes.
- Experience in a shared service center or business process outsourcing environment.
- Knowledge of ticketing tools such as ServiceNow, Jira, Zendesk, or similar.
- Understanding of BPO operations and shared services environments.
Key Competencies
- Strong customer-service orientation.
- Excellent verbal and written communication skills.
- Ability to explain processes clearly and patiently to end users.
- Strong problem-solving and analytical skills.
- Accuracy and attention to detail.
- Ability to prioritize tasks and manage multiple tickets.
- Ownership and accountability for assigned cases.
- Ability to work effectively in a multicultural and remotely distributed team.
- Willingness to learn new systems, processes, and policies.
- Ability to remain professional and solution-oriented in challenging situations.