IT Support Consultant, Bulgarian, German

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

📋 Description

• Resolve issues and errors through remote access

• Prioritize, categorize, and document incidents in the ticketing system

• Forward unresolved tickets to the appropriate support teams

• Manage and monitor tickets in accordance with service level agreements

• Share expertise and maintain the documentation of the knowledge database

• Deliver first-level support to users and IT personnel via phone and email

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

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

• Track the progress and status of tickets throughout their lifecycle

• Keep customers updated on the progress and status of their tickets

⛳️ Requirements

• Strong orientation towards customer service and ability to multitask

• Excellent collaboration and communication abilities

• Proper phone etiquette and active listening skills

• Strong troubleshooting and problem-solving capabilities

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

• Proficient in Bulgarian, both spoken and written

• Knowledge of German is a plus

• Ability to prioritize, classify, and document tickets effectively

🏝️ Benefits

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

• Opportunity to acquire practical IT experience

• A transparent and collegial company culture fostering a trusting work environment

• Flat hierarchies and quick decision-making processes

• Personalized training opportunities and engaging professional challenges

• Flexible working hours to enhance work-life balance

• A modern and appealing workplace, including remote work options (Poland only)