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ALGOTEQUE is an IT consultancy firm that helps startups, mid-sized and large corporations to create and deliver innovative technologies.Our team has a successful track record in designing, developing, implementing, and integrating software solutions (AI, ML, BI, Web, Automation) for Telecom, Energy, Bank, Insurance, Pharma, Automotive, Industry, e-commerce. We deliver our services both in fixed-price and time-and-materials models, helping our customers achieve their business and IT strategies.
Languages:- German & Polish- Spanish & Portuguese- Czech- Italian & FrenchResponsibilities:- Provide first-line technical support via phone, email, chat, and web in specified languages as well as English.- Utilize Cloud Telephony channel with dual Citrix setup for necessary client environment access.- Uphold high standards of customer service for all support queries and adhere to service management principles.- Handle both calls and chats within designated working hours, meeting required SLAs for response time and abandonment rates.- Take ownership of user problems, demonstrating proactive resolution of issues and maintaining a minimum productivity expectation of 500 contacts per month.- Log and verify customer details according to established processes.- Identify, categorize, and prioritize incidents, creating tickets in the ITSM tool.- Refer to knowledge base for workarounds/resolutions and attempt resolution.- Demonstrate strong interpersonal skills, working effectively both within a dispersed team and independently.- Reassign tickets to L2 support if unresolved at L1 level, and escalate to PRGs when necessary.- Route/chase tickets with other PRGs, recording call trends and identifying outages proactively.- Conduct callbacks for unreachable customers and customer requests, identifying trends in calls/tickets and communicating them to L2/TL for outage confirmation.- Create child tickets and tag them with problem tickets, ensuring resolution confirmation with users.
- 0-2 years of experience in Service Desk/IT Support in a global organization.- Proficiency in customer service and managing phone calls/chats with at least B2 language competency.- Basic knowledge of Active Directory, Outlook, Windows 10 & 11, computer hardware, and browsers.- Willingness to work in shifts as per business requirements.- Strong logical reasoning and customer service skills.- Ability to work collaboratively with onsite and offshore teams.