Service Desk Specialist with German - Fully Remote

Novi Global is an international executive search company originally set up in Ireland. We are working globally across various industries & functions with offices in Ireland, the United Kingdom, Spain, Saudi Arabia, South Africa, Pakistan, Gibraltar and Bulgaria. Through our Affiliates, our reach is global, with hundreds of recruiters extending into the Americas, Africa, the Middle East, Europe and Asia.
Our speciality is Executive Search and specific white-collar recruitment projects, headhunting the right candidates for our clients, in a professional, confidential and discrete manner. For us, it is not about quantity, but a quality approach, which is valued by our clients and candidates alike.
---------------------- OUR CLIENT --------------------
Our client is an American BPO company who offers customer care solutions to more than 450 clients across the globe in more than 49 languages. Their office in Sofia opened back in 2006 and has agents supporting 32 languages worldwide. For their growing team in Bulgaria, they are looking to bring on board an experienced, enthusiastic, and customer-driven
Service Desk Specialist with German - Fully Remote
Responsibilities:

● Respond to and resolve a wide variety of consumer queries by phone and in writing and handle inquiries in a case closing manner;
● Provide 1st Level Support using Knowledge Base to solve directly with the user or escalate with all information on issue and solving attempts to the valid 2nd level support group;
● Provide information about options on the service requests, status of requests and incidents, etc.;
● Carry out customer inquiries in the timely and correct manner by predefined rules when escalation is needed;
● Understand customer’s needs so as to be able to deliver the best solution for each of them in line with our key performance indicators;
● Navigate multiple systems simultaneously in order to update e-records promptly and accurately;
● Provide support and assistance to colleagues and work together as a team.
Requirements:
● German (C1) and English (B1) language;
● Experience in a contact centre or customer-facing role is beneficial;
● A service desk or helpdesk background is an advantage;
● Troubleshooting skills and experience;
● Good knowledge of Mobile and Desktop apps across the most common operating systems (iOS, Windows, Android).
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​​​​​​​Should you consider yourself as the right candidate for this role, we would be glad to receive your CV in English.
Only shortlisted candidates will be contacted by our consultants.
Applying for this position, you are authorizing Novi Global to work and process with your personal information following the Law for Personal Data Protection.
Agency license Number 2123 issued on 04.10.2016.