Support Specialist L1 with German
⚲ Katowice
6 000–7 500 zł brutto / mies.
Wymagania
- Microsoft Excel
Opis stanowiska
Nasze wymagania:
Preferred previous work experience in hospitality/hospitality school
Strong analytical, organizational, communication and people skills
Proficiency in Microsoft Word, Excel and Outlook
Ability to adapt quickly to new technologies, products, and procedures
Ability to work and thrive in a multi-tasked and fast-paced environment
Be professional, have a positive “get it done” attitude and a strong work ethic
Must be fluent in English and German
Mile widziane:
ITIL Service Management fluency preferred.
O projekcie:
We are looking for a customer service-oriented Help Desk Specialist to provide functional support to users efficiently and effectively. This position is the first point of contact to customers. The specialist will be managing (logging, identifying, categorizing, and prioritizing) as well as diagnosing and actively resolving customer requests via calls or/and ticketing system. As part of the duties, the Support Specialist will need to escalate incidents appropriately, to maintain the service level agreements (SLA).
Work in a 3-shift model: 6–14, 14–22, and 22–6 on weekdays. On weekends, work is scheduled in 12-hour shifts: 6–18 or 18–6.
Morning shifts require working from the office that's why we are looking for candidates based in the Silesia region (office in Katowice). Fully remote work is not an option, and unfortunately, applications from more distant locations will not be considered in the recruitment process.
Zakres obowiązków:
Provide first level contact and convey resolutions to customer issues
Properly escalate unresolved queries to the next level of support
Track, route, and redirect problems to correct resources
Respond in timely manner to tickets from customers, based on standard or account specific SLAs
Follow the SLA for issues with respect to the severity or priority
Follow-up with end users to provide status updates as per service level guidelines (SLA's)
Take ownership by coordinating the feedback to the customer where analysis is required
Take ownership of customer issues reported and see problems through to resolution in ZOHO Desk and JIRA system
Update the support ticket with clear and complete information regarding the investigation and resolution of the ticket
Being able to read and find information within changelogs, event logs and developer tool (console)
Update customer data and produce activity reports
Prioritize and manage several open issues at one time
Escalate high priority or severe issues to supervisor/manager
Diagnose and troubleshoot end user issues and provide appropriate solution
Review daily assigned tickets to ensure current updates are provided
Walk customers through problem solving process
Follow up with customers, provide feedback and see problems through to resolution
Utilize excellent customer service skills and exceed customers’ expectation
Ensure proper recording, documentation and closure
Actively participate in projects regarding modifications or improvements of internal procedures
Maintain and increase knowledge of operational procedures, products and services
Work collaboratively with people across the organization
Oferujemy:
Flexible working hours
Subsidy for the purchase of glasses (300 PLN/year)
Free parking 3 minutes from the office or shared underground parking (can be reserved - first come, first served)
Private medical care with dentists package for you and your family
Group life insurance for you and your partner
Multisport card as part of the Worksmile package
Dell laptop, keyboard, mouse, wireless headphones and monitor
40h for development during work time
Free access to group language lessons
In-house workshops, training sessions or meet-ups
Access to platforms like: OpenUp, Pluralsight and GoodHabitz
Worksmile cafeteria and 500 points per month to be used in vouchers
Referral bonus if new employee is referred
Chill room with table football & PlayStation
Free snacks (every day)
Team building events
Preferred previous work experience in hospitality/hospitality school
Strong analytical, organizational, communication and people skills
Proficiency in Microsoft Word, Excel and Outlook
Ability to adapt quickly to new technologies, products, and procedures
Ability to work and thrive in a multi-tasked and fast-paced environment
Be professional, have a positive “get it done” attitude and a strong work ethic
Must be fluent in English and German
Mile widziane:
ITIL Service Management fluency preferred.
O projekcie:
We are looking for a customer service-oriented Help Desk Specialist to provide functional support to users efficiently and effectively. This position is the first point of contact to customers. The specialist will be managing (logging, identifying, categorizing, and prioritizing) as well as diagnosing and actively resolving customer requests via calls or/and ticketing system. As part of the duties, the Support Specialist will need to escalate incidents appropriately, to maintain the service level agreements (SLA).
Work in a 3-shift model: 6–14, 14–22, and 22–6 on weekdays. On weekends, work is scheduled in 12-hour shifts: 6–18 or 18–6.
Morning shifts require working from the office that's why we are looking for candidates based in the Silesia region (office in Katowice). Fully remote work is not an option, and unfortunately, applications from more distant locations will not be considered in the recruitment process.
Zakres obowiązków:
Provide first level contact and convey resolutions to customer issues
Properly escalate unresolved queries to the next level of support
Track, route, and redirect problems to correct resources
Respond in timely manner to tickets from customers, based on standard or account specific SLAs
Follow the SLA for issues with respect to the severity or priority
Follow-up with end users to provide status updates as per service level guidelines (SLA's)
Take ownership by coordinating the feedback to the customer where analysis is required
Take ownership of customer issues reported and see problems through to resolution in ZOHO Desk and JIRA system
Update the support ticket with clear and complete information regarding the investigation and resolution of the ticket
Being able to read and find information within changelogs, event logs and developer tool (console)
Update customer data and produce activity reports
Prioritize and manage several open issues at one time
Escalate high priority or severe issues to supervisor/manager
Diagnose and troubleshoot end user issues and provide appropriate solution
Review daily assigned tickets to ensure current updates are provided
Walk customers through problem solving process
Follow up with customers, provide feedback and see problems through to resolution
Utilize excellent customer service skills and exceed customers’ expectation
Ensure proper recording, documentation and closure
Actively participate in projects regarding modifications or improvements of internal procedures
Maintain and increase knowledge of operational procedures, products and services
Work collaboratively with people across the organization
Oferujemy:
Flexible working hours
Subsidy for the purchase of glasses (300 PLN/year)
Free parking 3 minutes from the office or shared underground parking (can be reserved - first come, first served)
Private medical care with dentists package for you and your family
Group life insurance for you and your partner
Multisport card as part of the Worksmile package
Dell laptop, keyboard, mouse, wireless headphones and monitor
40h for development during work time
Free access to group language lessons
In-house workshops, training sessions or meet-ups
Access to platforms like: OpenUp, Pluralsight and GoodHabitz
Worksmile cafeteria and 500 points per month to be used in vouchers
Referral bonus if new employee is referred
Chill room with table football & PlayStation
Free snacks (every day)
Team building events
🔍 Dekoder Ogłoszenia
🔴
Preferred previous work experience in hospitality/hospitality school
Doświadczenie w branży hotelarskiej może być ważniejsze niż doświadczenie IT, sugerując, że kluczowe są umiejętności obsługi klienta.
🔴
Ability to adapt quickly to new technologies, products, and procedures
Oczekuje się od Ciebie szybkiego uczenia się i wdrażania zmian, co może oznaczać częste aktualizacje i brak stabilności.
🔴
Ability to work and thrive in a multi-tasked and fast-paced environment
Będziesz musiał radzić sobie z wieloma zadaniami jednocześnie w szybkim tempie, co może prowadzić do stresu i presji.
🟡
Be professional, have a positive “get it done” attitude and a strong work ethic
Oczekuje się od Ciebie proaktywności i samodzielności w rozwiązywaniu problemów, nawet jeśli wykraczają one poza Twoje bezpośrednie obowiązki.
🔴
Work in a 3-shift model: 6–14, 14–22, and 22–6 on weekdays. On weekends, work is scheduled in 12-hour shifts: 6–18 or 18–6.
Praca w systemie zmianowym, w tym nocne zmiany i weekendy, wymaga dużej elastyczności i może wpływać na życie prywatne.