Mid-level Service Desk Agent (m/f/d)

What The Job Is About

As a Service Desk Agent, you will play a crucial role in delivering high-quality support for our clients using Miles, our advanced ERP software. After new implementations and the subsequent hyper-care period, our support team ensures smooth operations, system stability, and ongoing improvements.

In this role, you will handle 3rd-line support, working closely with senior developers and internal technical teams to resolve complex issues that require in-depth system knowledge. Your background in ERP and IT software will help you diagnose, escalate, and resolve advanced technical challenges, ensuring optimal service levels for our clients.

This position serves as an entry-level role, offering a clear growth path towards roles such as Support Consultant, Implementation Consultant, and other career opportunities within the company.

Your Responsibilities

• Serve as the main contact for customer support requests, ensuring all technical details and urgency are documented before escalation.
• Assess and prioritize issues based on urgency and business impact, ensuring critical problems are addressed promptly.
• Immediately escalate 3rd-line support cases to senior developers and ensure requests reach the right teams.
• Keep customers informed on request statuses, track issues within SLA timelines, and identify recurring problems.
• Maintain clear communication with customers and internal teams, managing expectations and ensuring satisfaction.
• Work closely with service delivery managers to meet SLAs and improve service efficiency.
• Monitor SLA reports and maintain an overview of deployed releases and patches at customer sites.

Your Skills And Experience

• A degree in IT, engineering, economics, or a related field is preferred.
• Experience in ERP software, IT systems, or technical support is highly desirable.
• Familiarity with SQL, databases, APIs, or software troubleshooting is a plus.
• Excellent communication skills in English (additional languages are a plus).

• A Customer-Centric Mindset.

• Ability to work independently and as part of a multidisciplinary support team.

What We Offer

At Sofico, you’ll join an international, multicultural company with over 30 years of success. We double in size every five years, staying true to our open and collaborative culture even as we grow.

We believe you should be in control of your own career. That’s why we put your personal development first. With an extensive onboarding program, you’ll spend six months learning our products and getting to know the organization with the support of a dedicated job coach. Your learning doesn’t stop there; we’ll continue to offer opportunities for growth and development throughout your career.

You’ll work in a modern, accessible office with flexible and hybrid work options that allow you to balance work and life. We offer:

• Meal vouchers of €9.6 per day
• A solid medical plan with options to add your family at your own cost
• Team events, including after-work drinks  
• A positive workplace culture where good coffee is always available

At Sofico, we’re not just about work; we believe in fostering connections and celebrating success together.

Apply now and become a key player in our ERP support team!