Support Agent for Walldorf next to Heidelberg asap
On behalf of our client we are looking for a support agent to identify solutions. The position is based in Walldorf and start date is asap.
• The helpdesk agent is responsible for answering level 1 reference requests such as researching lists of references based on specific requirements and criteria. The agent is also in charge of qualifying the request and referring to the corresponding Reference Manager or Solution Expert as necessary.
• From a global perspective, the helpdesk agent is the International Request Coordinator. The agent manages requests to and from other regions, ensures quality is optimal and processes respected, and acts as gate keeper to maximize customer satisfaction, internally and externally.
• Live are webinars attended by several prospective customers who will listen to the testimony of one reference customer. The Helpdesk agent is responsible for the end to end logistical and admin process of those events, acts as quality manager, and communicates widely and efficiently for maximum business impact. This important task also involves collaboration and coordination with other teams such as the Solution Extension team.
• In a constant cooperation effort, the helpdesk agent is the reference expert that collaborates with the Business Support Network (BSN). The BSN provides simple reference lists 24/7 – acting as extended helpdesk support – and turns to the Reference Helpdesk when a request requires higher level of insight and additional expertise.
• When a country based Reference Manager is out of office, on leave or vacation, the Helpdesk agentcovers for them. For short term leaves, the agent will be expected to handle emergencies to limit disruption. For mid- and long-term leaves, he/she will fully take over to ensure flawless execution.
• The central position and visibility over multiple countries and practices make the helpdesk agent a natural active contributor in regional p
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