Technical Support Agent with German

About the role:

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.

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
• 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
• Protect confidential and sensitive information and materials
• Adhere to the telephone login procedures
• Support the development or improvement of internal trainings and processes by providing feedback and professional knowledge

Requirements:

• Fluency in German and English
• Customer oriented enthusiastic courteous assertive and motivated to take charge of both customer engagement and problem resolution
• Computer/ IT literacy comfortable working with Windows operating systems Microsoft Office Suite etc.
• Excellent communication skills
• Good analytical and troubleshooting skills

What we offer:

• Performance-based bonuses
• Referral bonus program
• 24 days annual paid leave
• Additional health insurance (outpatient & hospital medical care dental care coverage of dioptric glasses and more)
• Free Psychological Counselling via phone and on the spot
• Newborn or newly adopted child bonus
• Food vouchers 76.69 EUR/month (150 BGN)
• Upskilling & reskilling training programs and e-learning hub
• Diverse career growth opportunities
• Recognition awards
• Sports cards (partially covered by the employer) and company sports initiatives
• Special company discounts
• Various social and charity initiatives