We are looking for a customer service-oriented Help Desk Specialist to provide functional support to users efficiently and effectively. This position is the first point of contact to customers. The specialist will be managing (logging, identifying, categorizing, and prioritizing) as well as diagnosing and actively resolving customer requests via calls or/and ticketing system. As part of the duties, the Support Specialist will need to escalate incidents appropriately, to maintain the service level agreements (SLA).
responsibilities :
Provide first level contact and convey resolutions to customer issues
Properly escalate unresolved queries to the next level of support
Track, route, and redirect problems to correct resources
Respond in timely manner to tickets from customers, based on standard or account specific SLAs
Follow the SLA for issues with respect to the severity or priority
Follow-up with end users to provide status updates as per service level guidelines (SLAs)
Take ownership by coordinating the feedback to the customer where analysis is required
Take ownership of customer issues reported and see problems through to resolution in ZOHO Desk and JIRA system
Update the support ticket with clear and complete information regarding the investigation and resolution of the ticket
Being able to read and find information within changelogs, event logs and developer tool (console)
Update customer data and produce activity reports
Prioritize and manage several open issues at one time
Escalate high priority or severe issues to supervisor/manager
Diagnose and troubleshoot end user issues and provide appropriate solution
Review daily assigned tickets to ensure current updates are provided
Walk customers through problem solving process
Follow up with customers, provide feedback and see problems through to resolution
Utilize excellent customer service skills and exceed customers’ expectation
Ensure proper recording, documentation and closure
Actively participate in projects regarding modifications or improvements of internal procedures
Maintain and increase knowledge of operational procedures, products and services
Work collaboratively with people across the organization
requirements-expected :
Strong analytical, organizational, communication and people skills
Proficiency in Microsoft Word, Excel and Outlook
Ability to adapt quickly to new technologies, products, and procedures
Ability to work and thrive in a multi-tasked and fast-paced environment.
Be professional, have a positive “get it done” attitude and a strong work ethic
Must be fluent in English and German
offered :
Flexible working hours
Full package of benefits, including the private medical care, sports card, life insurance, “cafeteria” card, English lessons and more…
Support of self-development in professional area (co-financed trainings, conferences, certifications etc.)
Chill rooms with variety of games, team building events and staff parties
And last – but not the least – great Team, atmosphere and a chance to participate in creating the enterprise-scale project from a scratch in an international environment
benefits :
sharing the costs of sports activities
private medical care
sharing the costs of foreign language classes
sharing the costs of professional training & courses
