Informacje o stanowisku

about-project :

• Location and Work Mode:
• Gdańsk, Warsaw
• Hybrid type of work. 3 days in the office and 2 days from home.

• Provide technical support, answering support queries via phone, email, chat, and web in French and English.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Support both calls and chats within standard working hours and meet required SLA of speed to answer and abandoned.
• Take ownership of user problems and be proactive when dealing with user issues. Maintain a high productivity.
• Log and verify customer details as per the process followed for each customer.
• Identify the issue and categorize/prioritize the incident.
• Create a ticket in ITSM tool and refer to KB for workaround/resolution and attempt resolution.
• Reassign tickets to other line of support if unresolved.
• Route and chase tickets if necessary.
• Record trend of calls and identify outages proactively.
• Perform callbacks for customer not reachable cases and customer requests.
• Identify the trend of calls/tickets and highlight it to the leader as applicable for outage confirmation.

• Experience in IT support in a global organization.
• B2 proficiency in Dutch.
• B2 proficiency English.
• 1+ experience in Service Desk or similar role.
• Knowledge of customer services and managing phone calls/chats with customers.
• Strong interpersonal skills are a prerequisite.

• Flexible benefits package tailored to your needs (Multisport card, shop vouchers, etc. – via MyBenefit cafeteria).
• Premium medical services for employees and family members (Luxmed).
• Life & Disability Insurance for employees and family members (Generali) and profitable Voluntary Pension Fund.
• Social Fund benefits: holiday bonuses, kindergarten allowances, etc.
• Integration and cultural events for employees.
• Reward and recognition programs for high performers.
• Employee Referral bonuses.
• Relocation assistance: accommodation, travel, and other covered expenses.
• Friendly and inclusive company culture.

• sharing the costs of sports activities
• private medical care
• life insurance
• flexible working time
• fruits

Warszawa - Oferty pracy w okolicznych lokalizacjach