Détails du poste

Role:  Level 1 Customer Support Agent (Office-based) || German
Job type : Full-time
Location : Hybrid, Vox Technology Park, Timisoara Romania

Job Type: Full-time, 8x5 service window

Tech Mahindra is a large IT Service company that is expanding from India to the entire world. Whether it's AI, cybersecurity or everyday automation, Tech M plays a leading role in the IT sector.

Job Summary:

We are seeking a Level 1 Customer Support Agent to join our team. The agent will provide first-line support to users, troubleshooting issues and ensuring a smooth user experience.

Key Responsibilities:

• Monitor and troubleshoot system and application issues.


• Provide 8/5 support via phone, email, and chat on rotating shifts.


• Perform basic troubleshooting and fault isolation for user issues.


• Execute scripted procedures for routine maintenance.


• Escalate complex issues to Level 2/3 support teams when necessary.


• Track and monitor help desk performance metrics.


• Assist users with operating system and application support.


• Configure and manage basic network-related issues.

General Skills & Qualifications:

• Ability to meet customer needs while aligning with business objectives.


• Strong problem-solving and analytical skills.


• Proficiency in MS Office Applications and basic networking concepts.


• High accuracy and attention to detail.


• Ability to negotiate outcomes and consider stakeholders' needs.


• Strong teamwork and collaboration skills.

Requirements:

Education:

• A technical degree is preferred, especially in telecommunications.

Experience:

• 0-2 years of experience in customer support or service.


• Basic knowledge of Networking, Operating Systems, and Application Support.


• Familiarity with network management tools (NMS, OSS).


• Strong call handling and email communication skills.


• Understanding of infrastructure monitoring and alerts.


• Ability to adapt quickly to new technologies.

Language Skills:

• German – B2 level or above.


• English – B1 level or above.