As a 1stL agent I was the contact person for the company Atos / İstanbul Kartal for all technical problems of the Siemens employees. I edited support tickets and prioritized the SLA's compliance requests. Instillation and ongoing maintenance of hardware and software. detecting malfunctions, checking alarms and troubleshooting were among my tasks. The customer contact was in German but the documentation in our tickets was in English, so it was a must have a good command of English spoken and written.
For the ticket creation we used CRM program, After a short introduction I could use all CRM programs