IT Customer Support Consultant, German/Dutch/Czech

This is a fully remote position, open to applicants in Poland.

📋 Description

• Troubleshoot and resolve issues using remote access.

• Prioritize, categorize, and document problems within the ticketing system.

• Redirect unresolved tickets to the relevant support teams.

• Oversee and track tickets to ensure compliance with service level agreements.

• Maintain and update the knowledge base documentation.

• Deliver first-level support to both users and IT personnel.

• Handle inquiries received via phone and email.

• Monitor incidents, service requests, and other inquiries effectively.

• Document, categorize, and prioritize incidents accurately.

• Collaborate with customers to identify solutions or alternatives.

• Escalate requests to second-level support, vendors, or manufacturers when required.

• Track the progression of tickets throughout their lifecycle, keeping customers updated.

• Collaborate as part of a unified team from DATAGROUP Service Hub GmbH and DATAGROUP Polska Sp.z o.o.

⛳️ Requirements

• Strong orientation towards customer service with excellent multitasking capabilities.

• Outstanding teamwork and communication skills.

• Professional phone etiquette and active listening skills.

• Proficient troubleshooting and problem-solving abilities.

• Ideally, several years of experience in customer support or IT helpdesk roles.

• Very good command of English.

• Proficient in German and at least one of the following languages: Czech, Dutch.

• Ability to prioritize, classify, and document tickets effectively.

🏝️ Benefits

• Opportunity to acquire practical IT experience.

• A welcoming and collegial company culture that fosters a trusting work environment.

• Flat organizational structure and quick decision-making processes.

• Personalized training opportunities and engaging professional challenges.

• Flexible working hours to promote a healthy work-life balance.

• A modern and appealing workspace, including remote work options (available in Poland only).

• Comprehensive social benefits.

• A stable position with one of the largest IT service providers in Germany.