Service desk agent - German language

As a Service Desk Agent, you would be the single point of contact for customers, managing incidents and ensuring effective communication between customers and Resolver teams. Role involves promptly resolving issues, coordinating with technical teams, and maintaining service requests in the ticketing system, all while providing excellent customer service.

Main duties and responsibilities:

• Providing support to the Company's Customer Engineers; Support will include problem identification, analysis, diagnosis and resolution; Presenting and gaining agreement for problem isolation, solution creation and implementation plans
• Utilizing Knowledge Systems provided by the Company and other vendors as appropriate to identify solutions to known problems and ensuring that solutions provided are successful
• Customizing and providing business data for knowledge applications; Preparing standard reports
• When no known solution can be identified, escalating issues to other support centers where deeper level skilled personnel are available; Position retains ownership of all escalated problems/issues through to resolution and is responsible for ensuring that Company's management is informed if resolution to a problem will take longer than contractual agreements require
• Answering incoming phone calls from store personnel and field engineers; Monitoring the notification and ticket queue screens; Remotely resolving tickets with a remote resolution opportunity; Dispatching to Company's Field or third parties
• Working to anticipate internal and external client needs and commitment to customer satisfaction; Monitoring and reacting to events for all customers
• Drawing from a large pool of diverse resources or information; Developing new approaches for situations in which standard approaches do not apply; Adjusting to multiple demands, shifting priorities, ambiguity, and rapid change; Accepting and adapting to new or alternative approaches

What we expect from you:

• High school diploma or equivalent
• Advanced knowledge of German and English language, with good understanding of technical concepts
• Excellent verbal and written communication skills
• Strong analytical and problem-solving skills
• Strong teamwork and interpersonal skills
• Basic understanding of computer networking
• Willingness to work flexible shifts, including night shifts

What you will get from us:

• A hybrid work model that lets you balance in-office and remote work
• Structured training programs to help you develop your skills and grow your career
• The chance to work in a vibrant, international team
• Modern office spaces in the heart of New Belgrade's business district
• Career advancement opportunities and the potential to convert to a client contract with full benefits

Ready to join a team that values creativity, growth, and a bit of fun? Apply now with your CV in English, and let's get started!

Only shortlisted candidates will be contacted. Good luck!