Doser Karl Eduard

- Respond to the technical incidents reported by the business customers through a system of ticketing; - Investigate, diagnose and assign the incidents to the right engineer; - Follow the incident life cycle-logging the incident with proper priority and ensuring that the issue is resolved in timely manner; - Participate in calls with the technical account managers and customers to discuss the incidents; - Create weekly and monthly reports with the incidents opened/resolved.

-Weekly review of the progression and status of every reactive Premier Support case for selected Premier customer located in Central Eastern Europe, prepare a short summary of the case status and update tools with health state and status information; -Utilize appropriate established escalation routes to facilitate the timely resolution of customer issues and ensuring escalations are communicated to the TAM effectively; -Performing Quality check for the German Team and migrating the Orphan Cases;

- Taking calls from clients and trying to solve their problems, before dispatching them to the second level. - Creating tickets in Navision and send it to second level, into the right pool, and also updating the existing tickets. - Resetting and unlocking Passwords in Active directory, Arctis and Web Login. - Unlocking blocked attachments in Lotus Notes and Outlook. - Performing trainings for the new employees.

• Corrector-ISH People Cloud -Processing and correction of diagnoses in German for the Medical Insurance. • IT support- Allnex -support services performed remotely by IBM for Standard Microsoft Office applications and customer-specific applications; -Identify and escalate situations requiring urgent attention; -Make sure the QA and SLAs are accomplished ; -Provide language support in English & German

-Creating of the purchase order (PO) in the MRP system (usually SAP); -Creating of the contract in the MRP system; -Obtaining all the required signatures; -Sending the PO to the relevant Supplier; -Handling all the contracts' modifications; -Answering to Customer request (by mail or phone) on a PO; -Handling the backlog management and invoices.

- Answering and solving requests by phone or by e-mail; - Registering the cases in the Incident Management Application; - Working with the team for the improvement of procedures;

Check the supplier data and details in the ERP system Enter correct data into workflow tool. -Sorting of invoices (according to criteria: document type, purchase order, headquarter or branch). -Request rescans for unclear images or incomplete invoices.