As Switzerland’s leading digital hub, we provide our media and platforms with enabling technology solutions, to drive their businesses. We stand for interdisciplinary collaboration, innovation and dynamic development.
We are on the move – and want to keep moving. We are farsighted. We are proactive. We are courageous. We are TX.
We are looking for a 1st Level Support Agent.
This role is responsible to perform the basic steps of detecting, analyzing and documenting technical incidents and inquiries on the phone, by slack and email. The support agent is first contact for people with an inquiry/incident and will perform communicative and technical measures to either resolve the problem of the customer or do necessary triage to get the incident/inquiry to the next support group. This includes communication and clarification with the customer and documentation of the incident/inquiry in the ticket and handling of those within standardized guidelines.
Detect incident/inquiry, confirm and open “call” in ticketing system
Complete information and classify kind and priority of inquiries/incidents in ticketing System
Detect incomplete components and complete it by customer (or other necessary 3rd party) contact
Assess received incidents/inquiries into 1st Level self resolvable (by agent) and other support group resolvable Tickets
Perform steps of Service Desk internal or other support group assignment
Analyze and Resolve Incidents/Inquiries on 1st Level
Assess found solution, applies/confirms with customer and documents and closes ticket
Document work around, solutions etc. into Knowledge Base (ServiceNow)
Likes to speak to customer on the phone and in written communication
Able to understand and speak German and English fluently, French will be considered as a plus
Friendly and customer oriented
Service Desk experience, ideally ITIL based
Interest and respect for processes and standardized work procedures
Affinity for modern collaboration ways and tools (Video Conference, Slack, Okta, E-Mail etc.)
Problem solving and analytical work style
Exact way of transferring information into written documentation (tickets knowledge tools)
Rigorous and stress-resistant person
Being a part of establishing a Swiss based subsidiary - TX Services in Belgrade
International team and working environment of talented and fun people
Opportunity to grow both professionally and personally in a stimulating environment
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