Level 1 Agent with German

Sofia - Bulgaria

Monthly Salary: Not Disclosed

Posted on: 17 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Description

The objective of a Level 1 Agent is to deliver in-depth End-user support and strive to deliver a high level of resolution upon the first contact with the End-user. Level 1 Agents will use all available knowledge tools and resources call tracking tools and remote-control software to achieve the defined service level objectives. They are required to quickly diagnose and triage issues resolve Incidents and/or dispatch to the appropriate Resolution Group. They are expected to deliver a high level of customer satisfaction.

Responsibilities

The Level 1 Agent is the first point of contact into the Service Desk via all agreed communication channels and is responsible for contact-registering classification resolution ticket tracking and end-to-end ticket management on the full range of services and applications as defined for the customer. The Level 1 Agent is expected to resolve all issues which can be resolved by the Service Desk and to perform a Log and Dispatch role for the remaining service requests. Excellent attendance and punctuality are required.

Responsibilities

Handle contacts promptly and professionally and ensure delivery of all SLAs
Create a Ticket for new contacts into the Ticketing Management Systems
Identify and resolve Customers request problem or incident using the relevant knowledge base tools and other technical resources
Operate under close supervision
Follow best practice ticket management processes i.e. ensuring tickets owned are handled and updated daily and every effort is made to deliver service levels
Fully document every ticket as per the internal quality assurance standards
Participate in all internal meetings and feedback sessions
Comply with all internal ticket management processes
Present a positive effective and flexible contribution to achieving team targets and objectives
Complete desk specific or ad hoc tasks
Remain well versed in help desk policies procedures standards and documentation
Protect confidential and sensitive information and materials
Collaborate with other team members to provide high quality support
Ensure constant self-development using day to day work web based training and any other available tool
Be available for work at the scheduled shift start time and be logged on the telephone system
Use correct activity phone codes and demonstrate a responsible approach to these at all times
Adhere to the telephone login procedures
Pass Acceptance tests (final test calls)
Mentor new hires during their incubation period (AILP)
Support the development or improvement of internal trainings and processes by providing feedback and professional knowledge

Requirements

Personal Skills:

Customer oriented enthusiastic courteous assertive and motivated to take charge of both customer engagement and problem resolution
Excellent time-management skills
Ability to follow specific processes and procedures
Team player
Excellent communication skills both oral and written

Technical Skills and Experience:

Computer/IT literacy comfortable working with Windows operating systems Microsoft Office Suite etc.
B2 level of written and oral English language and excellent command in spoken and written in any of the listed languages: Czech/ Danish/ Dutch/ Estonian/ Finnish/ French/ German/ Greek/ Hungarian/ Italian/ Latvian/ Lithuanian/ Norwegian/ Polish/ Portuguese/ Romanian/ Slovak/ Spanish or Swedish
Good analytical and troubleshooting skills

Required Experience:

Unclear Seniority

Job Description The objective of a Level 1 Agent is to deliver in-depth End-user support and strive to deliver a high level of resolution upon the first contact with the End-user. Level 1 Agents will use all available knowledge tools and resources call tracking tools and remote-control software to a...