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Job Description
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