Position: Support Coordinator/Manager
Company: KindGeek
Category: Support
Experience required: 1y
English level: fluent

Verbal and written fluency in German;
Associate or Bachelor’s degree in English/German philology or in the technology field with solid German-speaking background;
Previous technical support experience;
Strong organizational and information management skills;
Ability to communicate regarding technical staff in a simple and straightforward manner with the end-users;
Experience and competency working with ticketing system software;
Work in Confluence;
Knowledge of work with WordPress will be an advantage;
Advanced English level.



﻿﻿Expected personal characteristics:
Self-starter;
Strong sense of initiative;
Excellent verbal client communication and follow-up skills;
Ability to work well with a great diversity of personalities;
Ability to work with a huge amount of diverse information;
Enthusiastic about the importance of end-user satisfaction;
Energetic team player.

RESPONSIBILITIES
As a Support Coordinator, you will:
Being the first line of contact on phone and email/tickets;
Taking ownership of end-user needs and issues;
Diagnosing issues and attempting Level 1 resolution;
Collecting required information from end users for problem escalation to the second line of support (client’s team or development team depending on issue type);
Specifying new requirements/requests based on spoken and written communication if necessary;
Managing Support Desk ticketing system on a daily basis to make sure tickets are being updated;
Working with the development team to schedule service work;
Helping the client’s team with data management upon request.