German speaking Technical Support Analyst

Job Description

Main tasks, roles and responsibilities:

• Respond to customer inquiries across varios communication channels, including phone and ticketing system
• Troubleshoot technical issues using internal knowledge base documentation and established procedures
• Create, update, and maintain support tickets, ensuring all open cases remain accurate and up to date
• Perform daily operational tasks in alignment with defined KPIs and SLAs
• Identify and report performance issues related to tools and systems used in daily operations
• Escalate tickets based on knowledge base articles and process guidelines
• Support and mentor junior 1st-level agents in collaboration with the Knowledge Management team
• Oversee cleanup and maintenance of aged tickets
• Remote on-call service - on-call availability scheduled during off-hours to respond to calls about critical issues and coordinate their resolution with a team of internal/external experts
• Collaborate on high-impact incidents by maintaining accurate documentation, and providing regular updates throughout the resolution process
• Assist the Team Leader/Manager in creating weekly and monthly reports

Qualifications

Education

• High school diploma;
• ITIL  v3 or v4 Certification is an advantage

Work experiences:

• 2 years experience of Customer Support or Service Desk position
• Experience with other IT Service Management processes is an advantage
• Experience in IT Operations is an advantage

Required Skills and Competencies:

• Interest in technology and good computer skills
• 1st level support knowledge of MS Office, Windows, Antivirus, VPN software and Internet applications
• Proficiency in utilizing one or more ESM toolsets (ServiceNow, BMC Remedy, MicroFocus Service Manager, JIRA Service Management) is an advantage
• Experience with call handling tools is an advantage
• Comfortable working with internal/external partners & other stakeholders, coordinating special projects or initiatives
• Strong team player with a supportive attitude and willingness to help and serve
• Experience in virtual teams in multinational organizations
• Eager to learn and improve, motivated and able to adapt to changes with ease
• Excellent interpersonal and communication skills
• Good analytical and problem solving skills
• Ability to make decisions for predefined topics.
• Ability to work independently, but seek guidance as and when necessary
• Detail-oriented with a commitment to maintain accurate records and documentation

Language

• Fluent in English and German (B2)

• Flexible working conditions with remote work possibility (in-person presence is required from time to time), you can have a real work-life balance
• Modern, newly renovated, sustainable office with parking space and bicycle storage area in the heart of Sofia
• Supportive, diverse and highly skilled community
• Ability to really make a difference and build new processes from scratch, you can participate in the formation and shape of the BSC processes
• KOSTAL is a dynamically developing company (10-20% yearly growth in the automotive and solar industry), an independent, family-run business which provides much flexibility
• You can enjoy our value-oriented work culture: we are down-to-earth, appreciative, inspiring and innovative

Additional Information

• Flexible working conditions with remote work possibility (in-person presence is required from time to time), you can have a real work-life balance
• Modern, newly renovated, sustainable office with parking space and bicycle storage area in the heart of Sofia
• Supportive, diverse and highly skilled community
• Ability to really make a difference and build new processes from scratch, you can participate in the formation and shape of the BSC processes
• You can enjoy our value-oriented work culture: we are down-to-earth, appreciative, inspiring and innovative