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FLOCERT is a leading global certification body. Besides providing sole certification to Fairtrade, FLOCERT also offers an array of services to support companies in sourcing on Fairtrade principles, where no Fairtrade Standard applies.
Founded in 2003, FLOCERT remains mission-driven and dedicated to working with all types of organisations, from small producers to internationally recognised brands, in order to promote fairness in global trade. Our accreditation as a “Social Enterprise” demonstrates our commitment to social business values.
With six international offices conducting business in over 120 countries, FLOCERT specialises in offering global reach with local expertise. For more information, visit us at https://api.relaxx.center/r/37c0389eabbe…=1021081&tid=30
FLOCERT is currently looking for an
IT Customer Support Assistant (m/f/div)
Job Share: Full-time (38.5 hours per week)
Location: FLOCERT GmbH Headquarter Bonn, Germany
Salary: The salary and benefit package depend upon qualifications and experience
Start date: 1 August 2023 or as soon as possible
Description
FLOCERT’s ICT unit is looking for an outgoing and service-oriented person 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, MS Teams, ticket system 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.
Your responsibilities
• Provide 1st level / front end support to users for FLOCERT’s IT applications
• Ensure availability to incoming phone / MS Teams calls & emails at the technical support desk
• Dispatch incident and service request tickets
• Register, classify and process reported service requests and incidents
• Escalate tickets to 2nd level support as appropriate and collaborate closely with 2nd level
• Organise and conduct user front end trainings and maintain user guides / training material
• Participate in testing activities and user-faced communication on incidents and changes
• Contribute to improving maturity of FLOCERT’s IT operations
• Potentially support users in the use of email, file-server, remote desktop / VPN, telephone devices
• Potentially back up support and maintenance of printers and ICT equipment in conference facilities
Your qualifications, experience and skills
• IHK apprenticeship, other vocational education, or equivalent training on the job in a related field
• At least 1 year of related professional work experience in any technical support function
• Knowledge of any of the following software applications: Intact Platform, SAP B1, Salesforce, MS SharePoint, Freshservice (or other ticket systems), PowerBi, WorldApp would be advantageous
• Working experience in Microsoft Infrastructure on 1st level support, especially of MS Office 365, would be a nice to have
• Fluency in English and Spanish, both verbal and written
• Further fluent language skills in German, French and/or Portuguese would be an asset
• Skilled and proactive communication style
• Dedicated, precise working style with excellent interpersonal and organisational skills
• Strong dedication towards customer service
• 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 to continuous learning
• Knowledge of IT process or project / service management methodologies such as e.g. ITIL, Prince2 or equivalent would be appreciated
• Any working experience in conducting user trainings would support your application
• Professional experience in dealing with different cultures would be an advantage
• Motivation for Fairtrade
What we offer
• International work environment
• Company culture of dialogue and respect
• Onboarding and welcome management
• Open-minded and value-driven colleagues living our mission
• Remote work & flexible working hours
• Attractive benefit package, e.g.: holiday bonus, 13th salary, occupational pension scheme and more
• Opportunities to make a meaningful impact
• Learning and development opportunities
• Chance for motivated staff to grow
How to apply
Please apply by clicking the button "APPLY NOW!" and submit your application documents in English.
Please kindly note that we only accept online applications and only candidates shortlisted for an interview will be further contacted. You will, in any case, receive notice of the outcome of the selection process.
FLOCERT GmbH | Bonner Talweg 177 | 53129 Bonn | Regina Jatzke (HR Manager – Recruiting & Employer Branding)
If you have questions, please contact us by phone: +49 228 2493-278
or email: recruitment@flocert.net
Be the future of Fairtrade
As ethical awareness grows across the world, so does Fairtrade. In conjunction with the Faircompany Initiative and German dual vocational training system Berufsausbildung, we're proud to welcome the upcoming generation into this extraordinary sector. Our apprenticeships are designed to give the freshest talent in our sector a rounded introduction to Fairtrade.
To make sure we're always doing the best by our team, we partner with prestigious institutions including GreatPlaceToWork
.