IT Customer Support Consultant – German/Dutch/Czech

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

📋 Description

• Troubleshoot errors and issues through remote access.

• Prioritize, categorize, and log incidents in the ticketing system.

• Escalate unresolved tickets to the relevant support teams.

• Oversee and track tickets in accordance with service level agreements.

• Maintain and update the knowledge database.

• Offer first-level support through phone and email communication.

• Receive, process, categorize, and prioritize incidents, service requests, and inquiries.

• Continuously monitor the status of incidents and service requests.

• Collaborate with customers to identify solutions or alternative approaches.

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

• Monitor tickets throughout their entire lifecycle and keep customers updated.

⛳️ Requirements

• Strong focus on customer service and ability to multitask.

• Excellent communication and teamwork skills.

• Proper telephone etiquette and active listening capabilities.

• Strong troubleshooting and problem-solving abilities.

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

• Proficient in 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.

• An open and collegial company culture with a trusting work environment.

• Flat hierarchies and streamlined decision-making processes.

• Individual training opportunities and stimulating professional challenges.

• Flexible working hours to enhance work-life balance.

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

• Social benefits.