Agent L1 Service Desk with German

Angajator: Vodafone Shared Services Romania
Domeniu:
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 0 - 1 an experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 28.10.2021
    Scurta descriere a companiei

    Technology is a playground for ideas!
    Vodafone Shared Services Romania is the place to make them come to life.
    If you want to invest more in a career rather than just a job,
    Meet us, Join us, Grow with us!

    We stay hungry and true to our core values by recruiting people who are fun, passionate, open, and question everything.
    Reflect on what your motivation is to come on board! We’re eager to hear your story.

    We live and thrive in an ever-changing environment where creativity and productivity are key, within working hours, of course.

    Cerinte

    German (C1 or above)
    English (B2 or above)
    Has used an IT Service Management tool (BMC Remedy or similar)
    Ability to diagnose and resolve basic technical issues
    Customer-Oriented
    Excellent communication skills
    Can-do attitude
    Team working skills
    Flexibility

    Responsabilitati

    Serve as first point of contact for customers over all agreed channels with their respective OpCos and provide resolution or dispatch accordingly where applicable (incidents and service request)
    Perform remote troubleshooting through thorough analysis and relevant questions
    Identify the issue using the details received from the end-user and provide resolution according to the work instructions
    Record actions taken and resolution provided in the relevant ticketing system
    Ensure fulfillment of the agreed Service Level Agreements/Key Performance Indicators
    Perform ticket follow-up according to the internal procedure
    Identify and suggest possible improvements on procedures
    Resolved incidents, service requests and queries
    Up-to-date information in the relevant systems
    Documented technical solutions in KMDB

    Alte informatii

    Work from Home– You can get to work remotely from anywhere you choose (2 days/week)!
    Medical and dental services
    Life insurance
    Dedicated employee phone subscription
    Special discounts for gyms and retailers
    Annual Company Bonus
    Ongoing Education
    You get to work with tried and trusted web-technology
    Getting in on the ground floor of a technology changing company
    Flexible Vacation