Support Specialist L1 with German

Our requirements

• Preferred previous work experience in hospitality/hospitality school
• Strong analytical, organizational, communication and people skills
• Proficiency in Microsoft Word, Excel and Outlook
• Ability to adapt quickly to new technologies, products, and procedures
• Ability to work and thrive in a multi-tasked and fast-paced environment
• Be professional, have a positive “get it done” attitude and a strong work ethic
• Must be fluent in English and German

Optional

• ITIL Service Management fluency preferred.

Your responsibilities

• Provide first level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route, and redirect problems to correct resources
• Respond in timely manner to tickets from customers, based on standard or account specific SLAs
• Follow the SLA for issues with respect to the severity or priority
• Follow-up with end users to provide status updates as per service level guidelines (SLA's)
• Take ownership by coordinating the feedback to the customer where analysis is required
• Take ownership of customer issues reported and see problems through to resolution in ZOHO Desk and JIRA system
• Update the support ticket with clear and complete information regarding the investigation and resolution of the ticket
• Being able to read and find information within changelogs, event logs and developer tool (console)
• Update customer data and produce activity reports
• Prioritize and manage several open issues at one time
• Escalate high priority or severe issues to supervisor/manager
• Diagnose and troubleshoot end user issues and provide appropriate solution
• Review daily assigned tickets to ensure current updates are provided
• Walk customers through problem solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed customers’ expectation
• Ensure proper recording, documentation and closure
• Actively participate in projects regarding modifications or improvements of internal procedures
• Maintain and increase knowledge of operational procedures, products and services
• Work collaboratively with people across the organization

About the project

Critical Competencies:

• Relationship building: Builds effective relationships through positive communication that motivates and influences others. Is honest, trustworthy, a team member, and proactively involved in achieving team objectives.
• Personal Effectiveness: Produces outstanding results both professionally and personally by being proactive and committed. Continually focuses on achieving positive results contributing to company’s business success.
• Technical Competence: Uses technical / job knowledge and experience, incorporating functional skills and broad-based business knowledge, to meet and exceed job requirements / customer expectations.
• Communication: Deliver exceptional written and verbal communication incorporating training materials, presentations and guidelines.

Applicable Competencies:

• Customer Focus: Passionately meets customer expectations. Enters the customer’s world through listening and understanding. Nurtures relationships by recognizing and delivering on customer needs and opinions.
• Managing complexity: Is able to work effectively in a highly complex, diverse, changing environment. Adapts well to and is energized by change whilst maintaining focus on key business goals and personal objectives.
• Innovation: Embraces creativity and is open to new ideas. Innovates to improve current working practices / products / technologies to provide business opportunities and results.
• Problem solving: Takes initiative to identify current and potential problems and determines the best solution. Involves and/or manages the people and resources required.

Clause Regarding the Prohibition of Assistance Tools During Recruitment Interviews

What we offer

• Flexible working hours
• Subsidy for the purchase of glasses (300 PLN/year)
• Free parking 3 minutes from the office or shared underground parking (can be reserved - first come, first served)
• Private medical care with dentists package for you and your family
• Group life insurance for you and your partner
• Multisport card as part of the Worksmile package
• Dell laptop, keyboard, mouse, wireless headphones and monitor
• 40h for development during work time
• Free access to group language lessons
• In-house workshops, training sessions or meet-ups
• Access to platforms like: OpenUp, Pluralsight and GoodHabitz
• Worksmile cafeteria and 500 points per month to be used in vouchers
• Referral bonus if new employee is referred
• Chill room with table football & PlayStation
• Free snacks (every day)
• Team building events

Benefits

• sharing the costs of sports activities
• private medical care
• sharing the costs of foreign language classes
• sharing the costs of professional training & courses
• life insurance
• remote work opportunities
• flexible working time
• fruits
• integration events
• no dress code
• video games at work
• coffee / tea
• drinks
• leisure zone
• employee referral program
• charity initiatives

Shiji Poland