1st Level Support Agent

As Switzerland’s leading digital hub, we provide our media and platforms with enabling technology solutions, to drive their businesses. We stand for interdisciplinary collaboration, innovation and dynamic development.

We are on the move – and want to keep moving. We are farsighted. We are proactive. We are courageous. We are TX.

We are looking for a 1st Level Support Agent.

This role is responsible to perform the basic steps of detecting, analyzing, and documenting technical incidents and inquiries on the phone, by slack, and by email. The support agent is the first contact for people with an inquiry/incident and will perform communicative and technical measures to either resolve the problem of the customer or do necessary triage to get the incident/inquiry to the next support group. This includes communication and clarification with the customer and documentation of the incident/inquiry in the ticket and handling of those within standardized guidelines.

Core Tasks:

• Detect incident/inquiry, confirm and open “call” in the ticketing system
• Complete information and classify the kind and priority of  inquiries/incidents in the ticketing System
• Detect incomplete components and complete it by customer (or other necessary 3rd parties) contact
• Assess received incidents/inquiries into 1st Level self resolvable (by agent) and other support group resolvable Tickets
• Perform steps of Service Desk internal or other support group assignment
• Analyze and Resolve Incidents/Inquiries on 1st Level
• Assess found solution, applies/confirms with customer and documents, and closes ticket
• Document workaround, solutions, etc. into Knowledge Base (Confluence, ServiceNow)
• Reference: ukyX4iylY0fGdVFc0iCaEWZU3Xrz1JbAQO1Y0t_Dc_s.

General requirements:

• Likes to speak to the customer on the phone and in written communication
• Able to understand and speak German and English fluently, French will be considered as a plus
• Friendly and customer-oriented
• Service Desk experience, ideally ITIL based
• Interest and respect for processes and standardized work procedures
• Affinity for modern collaboration ways and tools (Video Conference, Slack, E-Mail, etc.)
• Problem-solving and analytical work style
• The exact way of transferring information into written documentation (tickets knowledge tools)

Our offer:

• Be a part of well established Swiss-based subsidiary - TX Services in Belgrade
• Competitive salary and a variety of fringe benefits
• International team and working environment of talented and fun people
• Lots of team activities and perks
• Personal further education, as well as regular international travels
• Modern, sunny, and open working place with a positive and fun atmosphere
• Stimulating work experience that will allow you to grow both professionally and personally