Service Desk Agent with German and English

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Angajator: HELPLINE
  • Customer support - Client service
  • IT Software
  • Tip job: full-time
    Nivel job: 0 - 1 an experienta
  • Timisoara
  • Actualizat la: 26.01.2020
    Scurta descriere a companiei

    HEPLINE Romania is present in Timisoara since 2013 and received in 2019 the 1st prize for High Tech companies on the local market.

    Our main activities:

    Applications Functional Support (40%): Providing user support for standard applications such as SAP, Oracle, Selesforce, Cegid and for client specific applications

    IT Service Desk (40%) : Providing Premium experience in IT support for 250 000 users of Windows, Windows 10, Office and Office 365

    BPO (20%): Externalization of business processes, back office activities within our specialization

    Join and grow with HELPLINE!
    Choose a job that makes sense among our current opportunities.


    Spoken languages: fluent German and English
    Aptitude for providing positive customer service, interpersonal skills, listening skills, analytical skills and team spirit.
    Availability to work in day shifts


    Providing assistance for users working in the hospitality industry (troubleshooting when it comes to applications not working properly or issues with the distribution platform; this can be done by connecting remotely, assistance via phone or by mail)
    The assistance provided is operational one (it explains the functionality of each tool) or technical (restarting servers, checking XML files, server logs).
    The technician gives clear answers and escalates the case, if need be, to the appropriate team.
    He may operate remotely (by phone, email or using the tool for remote connection).

    Tasks and activities:

    Monitor the call flow
    Monitor the mailbox
    Monitor the personal mails
    Welcoming kindly the user while on the phone
    Complying with the user requests
    Identifying the VIP users and adapting the answer based on the detailed instructions
    Determining the type of request (evolution, question, incident)
    Ask questions in order to understand the root cause of the issue or the reason of a particular demand
    If necessary he/she may request the opinion of an expert
    Transfer, if necessary, the case to a higher department
    Follow up on each request
    Respect contractual commitments: SLA
    The technicians should co-operate regarding the ongoing training of the team
    Shares his/her knowledge with the rest of the team
    Contribute to the integration of the newcomers, by offering them the necessary information, answering their questions
    Contribute to the capitalization of knowledge by updating knowledge base folders, technical notes or procedures

    Alte informatii

    What we offer:

    Competitive salary
    Performance bonus
    Meal tickets and gift vouchers
    Training opportunities
    Regina Maria medical package
    Copayment 7Card
    Massage at the office day
    Fruits on the house