Key Responsibilities
Own and resolve customer issues for our broad customer base of fortune 500 companies
Support mission critical applications in various time zones
Troubleshoot, diagnose and resolve customer issues independently, using available resources
Reproduce issues from customers' description of the problem and/or from customers' code snippet
Write a knowledge-based article for every new issue you resolve
Read and interpret product log files
Attention to detail in analysis and CRM updates
Communicate effectively with customers, including expectations for callbacks and follow-up on their issues
Manage difficult customers effectively and professionally, seeking help from senior staff or forums and other resources available to you as needed
Log bugs with development team with clear and precise information, detailing how to reproduce the issue
Utilize your language skills and demonstrate an increasing level of customer care skills
Weekend on call coverage for production issues (after reaching the appropriate experience level)
Required experience and education
Fluent in German and English (Oral and Written)
Degree in Computer Science
Database knowledge (oracle, ms sql)
microsoft .net skills (C#.
ASP.net, WCF)
Experience with troubleshooting Windows applications
Knowledge and experience with troubleshooting Web technologies(JavaScript, Html, SOAP, REST, JSON, AJAX)
Familiarity with iOS Apps is an asset
Must comply with our Data Security policy and provide their own computer
Project duration More than 6 months