IT Application Support with German & English

O projekcie: Shift Work: Our shifts are pretty standard, running from 07:00 to 18:00. Digital Support (formerly Dealer Support Center) is where all the action happens for IT-related requests from Group dealers and workshops. Our helpdesks are spread across Bangalore, Beijing, Curitiba, Gothenburg, Greensboro, and Wroclaw. We’ve got the local insights, tailored opening hours, and we chat in all the major international languages. Wymagania: • IT Enthusiasts: You’ve already dipped your toes into the world of IT helpdesks and are keen to deepen your skills with ServiceNow, ITIL-based processes, and customer support in a professional environment. • Language Pros: Fluent in German and English? Perfect. We’re talking C2 or native-level German, plus at least solid B2–C1 English so you can handle calls, emails, and documentation confidently. Any other European language proficiency is a huge boost. • Analytical Minds: You enjoy getting to the bottom of technical issues, can break down problems logically, and have a genuine drive to help users by finding practical, reliable solutions. • People Persons: This role is all about engaging with customers and IT specialists. You’re comfortable in a dynamic, sometimes pressurized environment and bring the soft skills to keep conversations calm, clear, and constructive. • IT Service Champs: You’ve got a few years of hands-on experience in IT support or service desk roles, and bring solid working knowledge of ITIL and customer service best practices—especially incident handling, request fulfilment, and guiding users from first contact through to resolution. Codzienne zadania: - Handling Incidents & Requests: You’ll be the first point of contact, receiving and logging various incidents and requests, mostly through our online portal, but occasionally via direct phone calls. - Troubleshooting & Resolution: Using your knowledge of Volvo’s business apps, personal skills, and our knowledge base, you’ll resolve issues and communicate with the team for support. - Case Transfer/Escalation: When needed, you’ll escalate cases to specialized support groups and ensure they’re in good hands. - Tracking & Follow-Up: Keep an eye on the progress of cases you’ve transferred to other teams and follow up to ensure resolution. - Direct User Contact: You’ll have direct interactions with users and customers from Germany, Switzerland, and Austria, both over the phone and through our online portal. - Problem-Solving: Tackle issues that pop up in Dealer and Workshop applications, applying your business know-how.