SERVICE DESK AGENT

☞ Forfirm

Aussicht: 144

Update Tag: 26-03-2024

Ort: Lugano Ticino TI

Kategorie: R & D Beratung / Kundenservice

Industrie:

Jobtyp: Temps plein, Temps de travail : 90-100%

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Jobinhalt

FORFIRM is providing solutions to real business challenges for our clients through innovation and deep industry understanding. We pride ourselves on being a knowledge-based company, with no barriers or pre-built solutions – we listen to our clients and solve their unique problems.
At FORFIRM, we are creating a culture where each person can define their own role parameters and speak their mind without any hesitation. We are a true meritocracy, where individual results define each person’s career path.
We are looking for an experienced and motivated Service Desk Agent to join our lively international team and work on projects for Europe’s leading brands!

The candidate must comply with following responsibilities.
  • First point of contact (SPoC) and offer our customers first-class 1st level support Client and mobile side
  • Upon receipt of fault reports or service requests, they ensure their correct recording and prioritization in the ticket system and ensure the smooth transition from 2nd to 3rd level support (development)
  • You carry out initial analyses of the incoming messages and ensure that they are documented in a comprehensible manner
  • They recognize behavioral patterns from fault reports and are able to initiate and coordinate the corresponding procedure for their correction
  • You ensure any escalations as part of the incident management process
  • You support our customers on the phone with professional or technical questions about the practice software and the connected devices

What we are looking for?
  • You have minimum 2 years of experience as service desk for large corporate
  • You are an IT-savvy personality and have initial IT experience and knowledge of Windows and Linux operating systems
  • You know a practice information system (ideally SAP) as a user and support our customers with technical and application questions with your knowledge
  • You are an interested, reliable, and conscientious team player, with a high load limit
  • Analytical thinking as well as independent and sustainable action are a matter of course for you
  • You communicate fluently in Italian, German and English (spoken and written), French represents a plus.

What We Offer?
  • Opportunity to work on international multi-disciplinary projects for leading brands from day one
  • Highly meritocratic environment – points-based bonus and promotion system
  • A focus on knowledge building with regular internal and external training opportunities
  • Flexible working hours and smart-working environment
  • Opportunities to travel and work abroad
  • Supportive and dynamic team

FORFIRM is an equal opportunities employer that values diversity within the company. Qualified applicants will receive consideration for employment without discrimination about race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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Frist: 10-05-2024

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