IT Customer Support Consultant – German/Dutch/Czech

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

📋 Description

• Troubleshoot and resolve errors and malfunctions using remote access.

• Assess, categorize, and document issues within the ticketing system.

• Redirect 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 to users and IT personnel via phone and email.

• Receive, process, classify, and prioritize incidents, service requests, and various inquiries.

• Escalate requests to second-level support, vendors, or manufacturers as needed.

• Monitor ticket progress and status throughout its lifecycle.

• Keep customers updated on the status of their tickets.

⛳️ Requirements

• Strong customer service focus and the ability to multitask effectively.

• Exceptional teamwork and communication capabilities.

• Professional phone etiquette and active listening skills.

• Robust troubleshooting and problem-solving abilities.

• Several years of experience in customer support or IT helpdesk is preferred.

• Proficient in English.

• Proficient in German and at least one of Czech or Dutch.

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

🏝️ Benefits

• Opportunity to acquire practical IT experience.

• A welcoming and collaborative company culture fostering a trusting work environment.

• Flat hierarchies and quick decision-making processes.

• Personalized training opportunities and exciting professional challenges.

• Flexible working hours to enhance work-life balance.

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

• Comprehensive social benefits.