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 by email. The support agent is the 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 the ticketing system
Complete information and classify the kind and priority of inquiries/incidents in the ticketing System
Detect incomplete components and complete it by customer (or other necessary 3rd parties) 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 workaround, solutions, etc. into Knowledge Base (Confluence, ServiceNow)
Likes to speak to the 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, E-Mail, etc.)
Problem-solving and analytical work style
The exact way of transferring information into written documentation (tickets knowledge tools)
Be a part of well established Swiss-based subsidiary - TX Services in Belgrade
Competitive salary and a variety of fringe benefits
International team and working environment of talented and fun people
Lots of team activities and perks
Personal further education, as well as regular international travels
Modern, sunny, and open working place with a positive and fun atmosphere
Stimulating work experience that will allow you to grow both professionally and personally
firstname.lastname@example.org:~# Helloworld.rs koristi kolačiće kako bi ti pružao najbolje korisničko iskustvo. Nastavkom korišćenja
sajta smatraćemo da imamo saglasnost sa korišćenjem kolačića. Više o kolačićima možeš pročitati ovde.