IT Customer Support Assistant - 1st level, EN – FR (m/f), Bonn

LOCERT is a leading global certification body, providing sole certification to Fairtrade and offering verification services for social, trade and environmental standards as well as private codes of conduct.

Founded in 2003, FLOCERT remains mission-driven and dedicated to working with all types of organizations, from small producers to internationally recognized brands, in order to promote fairness in global trade. Our accreditation as a “Social Enterprise” demonstrates our commitment to social business values.

With four international offices conducting business in over 120 countries, FLOCERT specializes in offering global reach with local expertise.

Description

FLOCERT is looking for an outgoing and service oriented personality who is interested in working in an international environment. It will be your responsibility to support customers, auditors, stakeholders and staff worldwide in using FLOCERT’s IT systems. Ease in communicating via different contact channels (email, phone, skype etc.), varied experience in IT troubleshooting, willingness to learn and team spirit are essential assets on this position. You will be part of a multicultural team which is responsible for the management of FLOCERT’s software applications.

Responsibilities

• Ensure availability to incoming phone / skype calls & emails at the technical support desk
• Assist users with the use of FLOCERT’s IT applications – provide 1st level / front end support
• Dispatch incident and request tickets
• Register, classify and process reported service requests and incidents (incl. escalation to 2nd level)
• Support users in the use of email, file-server, remote desktop, telephone devices
• Conduct user front end trainings and assist maintenance of user guides / training material
• Participate in testing activities and user communication
• Potentially back up support and maintenance of printers and ICT equipment in conference facilities

Qualifications

Must have

• IHK apprenticeship or other vocational training or equivalent training on the job
• Minimum 1 year of work experience in any technical support function
• Fluency in English written and spoken
• Very good command of French written and spoken
• Reliable, punctual personality with good self-organization
• Good communication skills and pro-active communication style
• Customer orientation and precise working
• Ability to cope with phases of high request volume
• Ability to deal with regular interruptions and to work focused on rapidly changing topics
• Flexible mindset and willingness for continuous learning

Nice to have

• Good knowledge of any additional language, especially German and/or Spanish and/or Portuguese
• Knowledge of any of the following software applications: Ecert, SAPB1, Salesforce, MSSharepoint, Mantis, Helpline (or other ticket system), QlikView, WorldApp
• Microsoft infrastructure 1st level support experience, especially knowledge of MS Office 365
• ITIL foundation / practitioner certificate
• Any work experience in conducting user trainings
• Experience in dealing with different cultures
• Motivation for Fairtrade