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Agent Service Desk (German&English) in Timișoara at HELPLINE

Date Posted: 9/5/2018

Job Snapshot

  • Employee Type:
    permanent contract
  • Location:
  • Date Posted:

Job Description

Providing assistance for users working in the hospitality industry (troubleshooting when it comes to applications not working properly or issues with the distribution platform; this can be done by connecting remotely, assistance via phone or by mail)

The assistance provided is operational one (it explains the functionality of each tool) or technical (restarting servers, checking XML files, server logs).

The technician gives clear answers and escalates the case, if need be, to the appropriate team. He may operate remotely (by phone, email or using the tool for remote connection).

Description of tasks and activities:

He/She should respect his schedule and team schedule

Monitor the call flow

Monitor the mailbox

Monitor the personal mails

Welcoming kindly the user while on the phone

Complying with the user requests

Identifying the VIP users and adapting the answer based on the detailed instructions

Determining the type of request (evolution, question, incident)

Ask questions in order to understand the root cause of the issue or the reason of a particular demand

If necessary he/she may request the opinion of an expert

Transfer, if necessary, the case to a higher department

Follow up on each request

Respect contractual commitments: SLA

The technicians should cooperate regarding the ongoing training of the team

Shares his/her knowledge with the rest of the team

Contribute to the integration of the newcomers, by offering them the necessary information, answering their questions

Contribute to the capitalization of knowledge by updating knowledge base folders, technical notes or procedures.

Job Requirements


Spoken languages: fluent German and English.
Previous service desk and customer care experience.
Aptitude for providing positive customer service, interpersonal skills, listening skills, analytical skills and team spirit.
Availability to work in day shifts

What we offer:
Financial package: salary, meal tickets
Regina Maria medical insurance
3 to 8 weeks of training at the beginning of the contract, language classes
Central building office