Publicat 08 Oct 2020 | Reactualizat 22 Oct 2020 | Expiră 07 Nov 2020

IT Service Desk Agent (German)

4 posturi

Criterii de selecție

  • Peste 1 an experiență în IT Software, Relatii clienti / Call center

Candidatul ideal

WEBfactory is looking for people passionate about offering the best customer service experience to join our new service desk team.

Your profile:

  • Strong German and English language skills
  • Availability to work also on-call (18:00PM - 09:00AM)
  • Basic IT software and hardware knowledge
  • Customer service oriented with excellent communication skills
  • Creative in problem troubleshooting
  • Individual and team work skills
  • Quality and result driven attitude

What we offer:
  • Training to prepare you for the position
  • Growth opportunity within the department
  • Attractive benefit package
  • Exposure to a wide range of tools, systems and environments

Descrierea jobului

The IT Service Desk Agent role that we offer provides a great opportunity to learn and grow while delivering first level support to a very dynamic user community.
Your responsibilities will include the initial case assessment, case documentation, troubleshooting, resolution of basic incident with the support of IT knowledge articles and assignment of cases to relevant support teams.
You will engage with our users on a daily basis via phone, email and tickets, ensuring that they receive the best support in dealing with the reported issues.

Your role:

  • Single Point of Contact for all product specific related issues for our user community
  • Act as first line in user communication for 2nd level support teams
  • Provide initial remote technical software support to users
  • Respond to user queries, providing timely resolutions/updates to issues
  • Log all related activities for each case received in tickets
  • Classify and make an initial assessment of incidents & service requests
  • Track and route problems & requests as well as document resolutions in case tickets as per available Knowledge Documents
  • Proactively handle secondary issues discovered while investigating a reported case and log case tickets accordingly
  • Deliver high-end quality services to the business as a team as an individual
  • Work effectively in a shared model

Descrierea companiei

WEBfactory was founded in 1994 as a system integrator for worldwide SCADA projects. In 2000 the company developed its first own software product, WEBfactory release version 1.0 and placed it on the market. That was the start of a success story as a software company in the European market. This was strengthened with the founding of the subsidiary WEBfactory B.C.E.E and the portfolio was significantly extended. Today WEBfactory is one of the leading providers of web-based software solutions for IIoT-driven processes and counts many large international companies among its customers.

Since April 2019 WEBfactory is part of the HMS Industrial Networks Group.


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