Position: Service Desk Agent

Location: Timisoara, Romania

Work model: Hybrid (3 days office / 2 days home)(following successful completion of training period, 3 weeks)

Employment type: Full-time.

DUTIES AND RESPONSIBILITIES:

• Monitor and resolve system and application issues in a timely manner.
• Provide support during rotating shifts through various channels including phone, email, and chat.
• Perform basic troubleshooting and fault isolation to identify issues.
• Follow established procedures for routine system maintenance and updates.
• Assist with resolving user inquiries and help desk-related concerns.
• Collaborate with higher-level support teams for issue escalations and resolutions.
• Track and analyze help desk performance metrics.
• Troubleshoot and resolve basic operating system-related issues.
• Configure and manage applications, as well as handle network-related concerns.
• Work closely with senior support teams for escalations and complex issues.

REQUIREMENTS:

• Fluent in German (B2 level of above), with strong proficiency in both written and spoken communication, as well as English (B2) fluency.
• Ability to understand and meet customer needs while aligning with business objectives.
• Strong problem analysis skills, with the ability to break down and organize complex situations.
• Proficiency in MS Office Suite and basic understanding of network concepts.
• High attention to detail and accuracy.
• Strong problem-solving and critical thinking abilities.
• Ability to address diverse stakeholder needs and negotiate effective solutions.
• Collaborative and team-oriented approach to achieving goals.
• A technical background is preferred, particularly in fields like telecommunications.
• 0-2 years of experience in customer support or service roles.
• Familiarity with network management tools (e.g., NMS, OSS) is a plus.
• Comfortable working in fast-paced, customer-facing environments.
• Quick to learn new technologies and adapt to evolving tools and systems.

OFFER:

• Working schedule: Monday to Friday, 09 AM -5:30 PM
• Dynamic and creative team with positive and friendly atmosphere
• Guidance and tools to reach career potential
• Warm team atmosphere and fun team events
• Meal allowance and transportation reimbursement
• Vacation bonus and fitness/wellness reimbursement
• Gift vouchers for Christmas and Easter
• Private health insurance
• And many more!!!