On Hold / Closed
#3066
L1 Support Engineer
Hire Bonus
$$$
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Key skills: 1+ Helpdesk or Support Role / Good problem-solving skills / English (B2 +)
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