Requirements:

• Good English language skills to enable customer communication (written and verbal) are a must-have;
• Ability to handle any customer interaction professionally and with a service-oriented attitude;
• Strong technical and analytical skills;
• Experience in L2/L3 support process or equivalent;
• Reliable and precise work style, even under time-pressure;
• Knowledge of ServiceNow is a plus.

Responsibilities:

• Working in Customer’s IT help desk system with requests/incidents from users;
• Action/Solve/Update/Close/Re-assign tickets;
• Finding solutions from previous cases using the Knowledge Base;
• Involve 3rd level if required;
• Responding to client queries;
• Maintaining and enhancing knowledge articles (2nd level but also for 1st level to avoid 2nd level tickets);
• Providing input for continuous improvement measures;
• Service hours are Monday to Friday from 8:00 am to 17:00 pm CET (another shift is from 9:00 am to 18:00 pm CET);
• On-call duty may be required for major incidents.

Would be a plus:

• Experience in SaaS Product support;
• ServiceNow Administrator certification(or at least experience in ServiceNow).

We offer you:

• 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.