Requirements:

• Work over the 24/7 shifts
• Excellent written and verbal communication skills in English, as well as other language as required(B2 at least)
• Good understanding of Information Systems at user and corporate level
• Minimum 1 year experience in a Helpdesk or Support Role
• Good problem-solving skills
• Good client-facing skills
• Excellent team player, self-managed and self-motivated
• Mature and professional demeanor, attitude, and approach

Will be a plus:

• ServiceNow knowledge is an advantage
• Experience in SaaS support
• Familiarity with the telecom sector
• Knowledge in IT processes and best practices (ITIL)

We offer:

• Fun and exciting corporate culture of transparency, productive challenging & innovation
• Flexible work environment
• Educational events
• Paid sick days/vacations: ROWE approach
• Theme parties
• Health Insurance
• English courses

Responsibilities and Duties:

• Take ownership of customer inquiries and issues reported and ensure quick and effective resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Document knowledge in the form of knowledge base tech notes and articles
• Meet defined Service Level Agreements and Key Performance Indicators (defined as part of company’s goals setting process)
• Maintain phone, chat and email coverage during working hours
• Any other responsibilities and tasks are given by the management, appropriate to the role
• Observe company policies and code of conduct
• Attend team and organization-wise meetings