[Hiring] IT Customer Support Consultant @DATAGROUP Polska

Role Description

Your skillfully and routinely resolve errors and malfunctions via remote access. Your trained eye for problem situations allows you to clearly prioritise, classify, and document issues in our ticketing system.

• Forward tickets to the appropriate support units when issues cannot be fixed.
• Manage and monitor tickets within the framework of our service level agreements.
• Value knowledge sharing and passing on expertise.
• Maintain and document in our knowledge database.
• Demonstrate strong customer service orientation and multitasking ability.
• Exhibit excellent teamwork and communication skills.
• Show proper phone etiquette and active listening.
• Possess strong troubleshooting and problem-solving skills.

Qualifications

• Several years of experience in customer support or IT helpdesk.
• Very good English.
• Very good German and at least one of the following languages: Czech, Dutch.
• Capable of setting priorities, classifying tickets, and documenting them.

Benefits

• A reliable job at one of the largest IT service providers in Germany.
• Opportunity to gain hands-on IT experience.
• An open and collegial company culture with a trusting work atmosphere.
• Flat hierarchies and short decision-making paths.
• Individual training opportunities and exciting professional challenges.
• Flexible working hours to support work-life balance.
• An attractive and modern work environment, including remote work options (Poland only).
• Social benefits.

Company Description

The Service Desk is the heart of our services. It serves as the central point of contact for users and IT staff within our organisation.

• Provide first-level support, receive inquiries, process them, and escalate when necessary.
• Continuously monitor the status of incidents, service requests, and other inquiries.
• Users can contact the Service Desk via phone or email.
• A virtual multi-channel ACD (Automatic Call Distribution) ensures that calls are routed directly to the right person.
• Record incidents, categorize and prioritize them, and work with the customer to find a solution or workaround.
• Forward requests to second-level support, vendors, or manufacturers when necessary.
• Track the progress and status of the ticket throughout its lifecycle and keep the customer informed.

This project is carried out by a joint team from DATAGROUP Service Hub GmbH and DATAGROUP Polska Sp.z o.o. Both entities share responsibility for data protection. Applicants can exercise their data protection rights with either of the involved entities.