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Technical L1 Support Specialist at Contact Center CoE of Henkel DX

Henkel Slovensko, spol. s r.o.

Information about the position

  • Place of work: Remote work
  • Basic wage component (gross) and other rewards: From 1 900 EUR/month
  • Contract type: full-time

Job description, responsibilities and duties

*Ownership, supervision, and handling of internal support process: Tickets assigned to correct team / with-in defined service level / in correct status
*Keeps track of all tickets raised by our internal customers
*Closely monitors internal support process: assigned to correct team / with-in defined service level / in correct status on a regular basis (at least twice a day)
*Maintains active communication with our internal customers (Issue Reporters & Affected users)
*Ensures completeness of all details vital for further troubleshooting before dispatching to L3/L4 (who/what/when/how; steps to reproduce; system logs and interaction IDs)
*Coordinates troubleshooting activities with 3rd party L3/L4 support partners (in case of major incidents of P2 or P1 level also outside standard working hours)
*Organizes troubleshooting sessions (MS Teams w/ screen sharing) inviting Issue Reporter/Affected user and 3rd party L3/L4 support partners
*Communicates the analysis results and steps to issue resolution/mitigation to the Issue Reporter
*Executes the steps upon their acceptance by the Issue Reporter
*Verifies effectiveness of the resolution/mitigation action with Issue Reporter
*Regular reporting on tracked ticket data (esp. number of tickets per root cause category of issues)
*Maintenance of technical and operational documentation (Knowledge base for L1 support team, GIS numbers, Email accounts, Chat entry-points, Agent team queues and members, list of Authorized Issue Reporters and Change Requesters)
*Comprehensive ownership of the service support process (SNOW, Reporting form)
*Delivering user trainings (Agent, Supervisor, Reporting user, Support service user trainings)
*Post-processing of voice prompt recordings (noise removal, amplification, splitting/merging/trimming)
*On-call duty: 24/7 (highly critical P2 and P1 tickets only occurring once/twice a year)

Employee perks, benefits

*13th salary
*Performance-based bonus up to 110%
*Financial bonus for referring a suitable candidate from 500 to 1000 EUR gross
*Meal contribution also during days off
*Cafeteria benefit system
*Henkel Shop
*Henkel Kindergarten
*Life Insurance
*Health care package
*Relocation bonus
*5 Sick days per year
*Home Office possibility
*Extra paid days off for special life events

Requirements for the employee

Candidates with education suit the position

University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)

Educational Specialization

IT Services

Language skills

English - Upper intermediate (B2)

Other knowledge

Microsoft Excel - Advanced
Microsoft Word - Advanced
Microsoft Power Bi - Advanced
Wireshark - Advanced

Personality requirements and skills

*Active verbal and written communication skills in English language
*Strong customer service mentality
*Positive and constructive attitude
*Direct and honest in all communication and feedback
*Strong analytical thinking
*Strong attention to detail
*Persistence in seeking expected outcome
*Complexity does not scare you
*Knowledge hungry
*Advanced usage skills in MS Excel, MS Word, MS Outlook, MS Teams, MS Power BI, Audio editing software (e. g. Audacity), Wireshark.
*Experience in creating, maintaining, and analyzing reports/queries (Contact center performance ones preferably)
*Advanced understanding of Data Networking, IP Telephony, Contact center, Web server infrastructure and service operational principles/concepts
*Advanced troubleshooting skills in mentioned areas – ability to collect, analyze and debug TCP/UDP, SIP/SDP/WebRTC sessions and JS code execution console logs
*Experience in support service delivery supported by the Service-Now tool (or other ITSM ticketing tool), but not mandatory
*University degree in IT field is welcome, but not mandatory

Your opportunity:
*Gain experience in operating robust leading technologies-based infrastructure – Genesys Cloud CCaaS Contact center, Genesys Cloud Edge servers, GIS services, Audiocodes SBCs, PowerBI, AI
*Obtain advanced training in areas of your choice
*Improve your communication and support service delivery skills
*Learn concepts an Enterprise-grade Multi-channel Contact center solution operates on
*Learn how corporate support processes work


Brief description of the company

At Henkel, you can make a difference and craft your career. That’s why you own your projects and take full responsibility from an early stage. Our unique brands in markets around the world open up countless opportunities to follow your convictions and explore new paths. If you have an entrepreneurial mindset that allows you to always think out of the box - take the chance and shape the digital future together with us.

Number of employees

1000 and more employees