Location and Work Mode: Hybrid working in Gdansk preferred. Rotational shifts 24 x 7 support.
Type of Employment: We offer full time Contract of Employment (UoP).
Role & Responsibilities:- To provide 1st line technical support, answering support queries via phone, email, Chat and Web in specific languages and English.
- Analysts will use Cloud Telephony channel with dual Citrix setup for required client environment access.
- To maintain a high degree of customer service for all support queries and adhere to all service management principles.
- Analysts will support both calls and chats within their standard working hours and met required SLA of speed to answer and abandoned.
- To take ownership of user problems and be proactive when dealing with user issues. Maintain a high productivity of 500 contacts a month as a min expectation.
- Logging / verifying customer details as per the process followed for each customer.
- Identifying the issue and categorizing / prioritize the incident
- Creating a ticket in ITSM tool
- Referring KB for workaround / resolution and attempting resolution
- Strong interpersonal skills are a prerequisite.
- Ability to work effectively in a dispersed team and individually.
- Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable)
- Ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable)
- Routing / Chasing of tickets with other PRG's
- Recording trend of calls and identifying outages proactively
- Callbacks for customer not reachable cases & customer request
- Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation
- Creating child tickets and tagging them with problem ticket. Callback the user and confirm resolution (wherever applicable)
Requirements: - 0-2 years experience in a Service Desk / IT Support in a global organization.
- Fluent German & English.
- Should have knowledge of customer services and managing phone calls/Chats with customers with min B2 and above language competency
- Basic knowledge of Active directory, Outlook, Win 10, 11, computer hardware & browsers.
- Should agree to work in Shifts as per business requirement.
- Should have good logical reasoning skills, Customer Service skills.
- Should be a team player & work collaboratively with onsite and offshore team.
What we offer:- Strong flexible benefits package that you can tailor to your own needs and choose Multisport card, shop vouchers and many others - MyBenefit cafeteria
- Premium insurance for medical services for employee and familiar member - Luxmed
- Life & Disability Insurance for employees and family members- Generali
- Profitable Voluntary Pension Fund
- Social Funds benefits: holiday bonuses, allowance for kindergartens, etc.
- Integration and cultural events for employees
- Reward and recognition program for high performers
- Employee Referral bonuses
- Relocation assistance - Accommodation, travel and other expenses covered
- Friendly and chill atmosphere and company culture
TIS Service Desk