Fair global trade everyone can believe in

FLOCERT 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. For more information, visit us at www.flocert.net

FLOCERT is currently looking for an

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IT Customer Support Assistant – 1st Level, EN – ES (m/f)

full-time

• Job Share: Full-time (38.5 hrs. p.w.)
• Position is based in the FLO-CERT GmbH office in Bonn, Germany
• The salary and benefit package depends upon qualifications and experience
• Start date: 1st May 2018 (or as soon as possible)

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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 for 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 and emails at the technical support desk
• Assist users in 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 haves”

• 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 knowledge of Spanish, written and spoken
• Reliable, punctual personality with good self-organization
• Good communication skills and proactive 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 focusedly on rapidly changing topics
• Flexible mindset and willingness for continuous learning

    “Nice to have”

• Good knowledge of any additional language, especially German and/or French and/or Portuguese
• Knowledge of any of the following software applications: Ecert, SAP B1, Salesforce, MS Sharepoint, 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

How to apply

Please apply by submitting your application documents in English, with curriculum vitae, reference letters or reference contact data as well as a motivation letter with salary indication.

Please do kindly note that only those applicants invited for an interview will be contacted.