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IT Support Specialist

PDI Software Slovakia

Information about the position

  • Place of work: Bratislava
  • Basic wage component (gross) and other rewards: min. 1500 € v závislosti od skúsenosti kandidáta
  • Contract type: full-time

Job description, responsibilities and duties

Working as an integral member of the PDI User Helpdesk Support team, the successful candidate will participate in the daily support of PDI Lomosoft products, ensuring the best possible support to our customers and the delivery of an efficient service in a consistent and high-quality manner while ensuring adherence to customer and internal reporting requirements.

1st Level Supporter User Helpdesk is primarily responsible for telephone and email customer care. It is about the receipt of disturbances, inquiries and complaints. In addition, the 1st Level Supporter User Help Desk offers callers support in solving user problems.

If an immediate problem solution is not possible, the customer requests will be forwarded to the 2nd level support. For this purpose, the problem must be described in detail in a ticket system, so that the solution can be worked out directly by the appropriate department.


Position Summary & Key Areas of Responsibility
· Serve as the first point of contact for customers seeking technical assistance over the phone or email
· Perform remote troubleshooting through diagnostic techniques and pertinent questions
· Determine the best solution based on the issue and details provided by customers
· Walk the customer through the problem-solving process
· Record events and problems and their resolution in logs
· Follow-up and update customer status and information
· Direct unresolved issues to the next level of support department

Areas of Responsibility

· Serve as the first point of contact for customers seeking technical assistance over the phone or email
· Perform remote troubleshooting through diagnostic techniques and pertinent questions
· Determine the best solution based on the issue and details provided by customers
· Walk the customer through the problem-solving process
· Record events and problems and their resolution in logs
· Follow-up and update customer status and information
· Direct unresolved issues to the next level of support department

Key Qualifications

· 3+ years’ experience working in IT Support or other customer support role
· Completed vocational training in IT or a comparable qualification
· Tech savvy with working knowledge of Microsoft´s office products, databases and remote control
· Ability to explain complex solutions to the customer in an understandable way
· Ability to diagnose and resolve basic technical issues
· Since the inquiries are usually disturbance reports and complaints, a high level of stress resistance is also required
· A quick grasp and a very good verbal and written expression in German (preferred) as well as English (mandatory) language
· Applicants are expected to provide service and service-oriented work and a high degree of teamwork
· Experience with Salesforce Incident Management application beneficial

Basic wage component (gross) and other rewards

min. 1500 € v závislosti od skúsenosti kandidáta

Employee perks, benefits

- attractive pay
- work with a young and talented team
- ability to continuously learn new skills
- home-office
- flexible working hours
- being a part of a growing team with stimulating assignments supporting global clients and solutions
- multi-lingual working environment offering opportunities to broaden language skills
- becoming a part of a global company committed to international growth form both geographical and product portfolio perspective
- dynamic working environment with opportunities to make immediate impact on client satisfaction and business growth
- regular socializing, teambuildings, sports activities ...

Requirements for the employee

Candidates with education suit the position

Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)

Language skills

English - Upper intermediate (B2)

Personality requirements and skills

The ideal candidate should be
- familiar with IT tech support
- having a technology background
- excited about web and mobile app development
- someone with excellent communication and negotiation skills
- able to communicate effectively in English
- German is nice to have
- able to troubleshoot application issues (after training) via phone as users call in and request help

Advertiser

Brief description of the company

PDI, the leader in enterprise management software for the convenience retail and petroleum wholesale markets, delivers software solutions to connect to intelligent business. Our people-first approach, combined with our 35-year heritage and best-in-class technology, help you thrive in today’s digital economy. We’re passionate about your success and delivering exceptional customer experiences. It’s time to reimagine enterprise management and transform your business.

Number of employees

500-999 employees

Company address

PDI Software
Gemerská 3
04011 Košice
https://www.pdisoftware.com/