German Service Desk Agent

As a Service Desk Agent, you will be the first point of contact for technical and customer support inquiries for our German Speaking stakeholders.

• Manage incoming client contacts and escalations with compassion and proactivity, in order to prioritize their needs and provide unique solutions to problems.
• Own the Stakeholder Experience by liaising with diverse Helpdesks (for troubleshooting assistance), product partners (both certified through the client and third-parties), and Quality Engineering teams.
• Coordinate regular calls with the client, for refills and upgrades to product accessories.
• Process both client-generated and internally generated service request tickets, within specified delivery times.
• Administrative support to certify client details, and alter any incorrect information within our stakeholder's client database.
• Provide services to clients like: Air Liquid; Goldman Sachs, eBay, Fiat, NHS Hospitals (UK), Cambridge Universities with high level of responsibility.
• Managing supply related requests: by phone, by portals, by email, or even by chat.
• Our clients request consumables that can be either: tonners, fusers, drums (part of a printer), in summary anything that is consumables within the printer
• The Service Desk Agent validates if the request is: a) already in the premises b) if the order is already placed for it c) The status of the request
• This is a non-technical role;

The ideal candidate will be an effective communicator, an analytical problem solver, and have the ability to thrive in a fast-paced environment.

Responsibilities

• High School Diploma or Secondary School Completion Equivalent
• Minimum of a year's experience in a Customer Support or client facing role, in a multi-national environment (preferable)
• Close familiarity with Computers and Digital Network configurations. Including advanced level working knowledge of the Microsoft Office Suite.
• Adaptable to working alongside the time zone and calendar of local stakeholders.
• Required Language Thresholds:
  • English (B2 - C1: Independent User Level)
  • German (C2: Native-Level Fluency)