Respond to all calls, emails and common requests for technical 1st level support;
Analyse technical problems (root cause analysis) and provide technical assistance to customers via phone, email or chat making use of remote access tools First level resolution rate: 50% after 6 months, 70% after 12 months;
Follow defined work instructions and escalation processes for all possible types of incidents;
Track all incidents in our internal incident management system;
Maintain communication with other Bosch sites, departments and colleagues which are engaged into the support processes;
Input for FAQ and knowledge data base;
Establish good relationships with colleagues and customers in order to achieve a correct flow of information;
Willingness to work in the office and/or remote according to business needs.