Job Description

As a Service Desk Agent, you will be the first point of contact for technical and customer support inquiries for our German Speaking stakeholders.

The ideal candidate will be an effective communicator, an analytical problem solver, and have the ability to thrive in a fast-paced environment.

Responsibilities

• Manage incoming client contacts and escalations with compassion and proactivity, in order to prioritize their needs and provide unique solutions to problems.
• Own the Stakeholder Experience by liaising with diverse Helpdesks (for troubleshooting assistance), product partners (both certified through the client and third-parties), and Quality Engineering teams.
• Coordinate regular calls with the client, for refills and upgrades to product accessories.
• Process both client-generated and internally generated service request tickets, within specified delivery times.
• Administrative support to certify client details, and alter any incorrect information within our stakeholder’s client database.
• Provide services to clients like: Air Liquid; Goldman Sachs, eBay, Fiat, NHS Hospitals (UK), Cambridge Universities with high level of responsibility.
• Managing supply related requests: by phone, by portals, by email, or even by chat.
• Our clients request consumables that can be either: tonners, fusers, drums (part of a printer), in summary anything that is consumables within the printer
• The Service Desk Agent validates if the request is: a) already in the premises b) if the order is already placed for it c) The status of the request
• This is a non-technical role;

Requirements

• High School Diploma or Secondary School Completion Equivalent
• Minimum of a year’s experience in a Customer Support or client facing role, in a multi-national environment (preferable)
• Close familiarity with Computers and Digital Network configurations. Including advanced level working knowledge of the Microsoft Office Suite.
• Adaptable to working alongside the time zone and calendar of local stakeholders.
• Required Language Thresholds:
  • English (B2 - C1: Independent User Level)
  • German (C2: Native-Level Fluency)

Benefits

• Competitive Salary + Language Bonus
• Meal Allowance on Card
• Career Progression Opportunities
• Staff Canteen with varied food options and river-facing balcony seating
• Well-rounded Health and Life Insurance Packages
• On-site gym: includes indoor pool access, fitness classes, and a football pitch