IT Support Technician

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Job Details
You will join our international team of IT Support Technicians. While we want you to be able to join Cencora colleagues in one of our locations in Germany, we are flexible which of our offices would serve as your designated one.
Responsibilities:

• Provides first point of contact and day-to-day technical support.
• Responds to Level 1 support and may support Level 2 requests.
• Drives to successful first-call resolution.
• Obtains and evaluates all relevant information to handle product and service inquiries. Diagnoses problems by evaluating multiple options.
• Follows up on customer interactions and brings the majority of customer issues to closure, escalating to level 3 when appropriate.
• Enters call data into the tracking system. Documents incident status and resolution.
• Provides user access service.
• Assists customers with recovery issues.
• Communicates and coordinates with internal departments.
• Develops checklists and scripts for resolving routine problems.
• Identifies recurring and potential problems and notifies team members/leaders and proposes resolutions.
• Recommends procedures and controls for service or lean improvements.
• Recommends ideas for improving queue time, abandoned call rates and first contact resolution.
• May provide on-the-spot appropriate instructions to customers.
• Provides courteous, efficient, and friendly service to customers at all times.
• Creates, modifies and reviews documentation of issues resolutions.
• Documents solutions to common problems and responses to frequently asked questions.
• Recommends document Job Aids, Quick Tips, and Knowledge Base Articles.
• Facilitates learning sessions with internal teams.

Requirements:

• Associate's Degree or technical institute degree/certification in Computer Science, Information Systems, or other related field or equivalent work experience.
• At least 2 years of relevant technical work experience.
• Demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving/diagnostic skills.
• Strong English communication skills and good German skills preferred.

#LI-RM1 #LI-hybrid
What Cencora offers
Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.
Full time
Affiliated Companies
Affiliated Companies: AmerisourceBergen Services Corporation
Equal Employment Opportunity
Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.
The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.
Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned