Company Description

KOSTAL Group is a globally active, family-owned German company renowned for delivering innovative, market-leading solutions in the solar and automotive industries. Founded in 1912, the company has grown into a worldwide organization with around 20,000 employees across 47 locations in 22 countries.

Designed as a global centre of excellence, KBS focuses on delivering complex, high value-added services that strengthen and support KOSTAL’s international operations

Job Description

Main tasks, roles and responsibilities:

• Respond to inbound customer inquiries through various channels (e.g. phone, ticket, chat, etc.)
• Troubleshoot technical issues following internal knowledge documentation
• Provide support for high impact issues reported by end-users and junior analysts
• Collaborate to resolve high impact issues including documentation and follow-up until resolution
• Create new and update existing Tickets, while making sure open tickets are consistently kept up-to-date
• Perform day-to-day activities to meet KPIs and SLAs
• Report any performance issues related to the tools you are using in your daily work
• Escalate tickets based on knowledge base and process guidelines
• Demonstrate ability to support and train junior 1st level agents, in cooperation with Knowledge Management
• Coordinate internal and external resources as part of critical incident management process
• Coordinate month-end clean-up of aged tickets
• Remote on-call service - on-call availability scheduled during off-hours to respond to calls about critical issues and coordinate their resolution with a team of experts.
• Assist the Team Leader/Manager in creating weekly and monthly reports

Qualifications

• High school diploma;
• ITIL v3 or v4 Certification is an advantage
• 2 years experience of Customer Support or Service Desk position
• Experience with other IT Service Management processes is an advantage
• Experience in IT Operations is an advantage
• Interest in technology and good computer skills
• 1st level support knowledge of MS Office, Windows, Antivirus, VPN software and Internet applications
• Proficiency in utilizing one or more ESM toolsets (ServiceNow, BMC Remedy, MicroFocus Service Manager, JIRA Service Management) is an advantage
• Experience with call handling tools is an advantage
• Comfortable working with internal/external partners & other stakeholders, coordinating special projects or initiatives
• Strong team player with a supportive attitude and willingness to help and serve
• Experience in virtual teams in multinational organizations
• Eager to learn and improve, motivated and able to adapt to changes with ease
• Excellent interpersonal and communication skills
• Good analytical and problem solving skills
• Ability to make decisions for predefined topics.
• Ability to work independently, but seek guidance as and when necessary
• Detail-oriented with a commitment to maintain accurate records and documentation
• Fluent in English AND German (B2)

Additional Information

• Flexible work environment with remote work options and occasional in-office collaboration
• Newly renovated, modern and sustainable office in a convenient location with parking space
• Competitive compensation package, including health insurance, food vouchers, bonuses, and an extra vacation day
• Learning and development opportunities with access to internal training and career growth paths
• A diverse and inclusive community that values innovation, collaboration, and continuous improvement
• A real chance to make an impact and shape processes