Strategic Staffing Solutions International’s client is a a global IT company that supports major organizations in their digital transformation efforts. Their team develops innovative IT solutions, transitions clients to the cloud, integrates digital processes, and manages IT systems operations and support.
They also maintain a strong strategic partner network, working with top international players such as AWS, Google, Microsoft, and SAP. Their goal is to make the digital world easier, more efficient, and more secure—ultimately helping their customers succeed.
As a Service Desk Specialist you will be a part of Global Delivery Service Operations unit and a member of the Service Desk team, who focus on delivering support in incident management, providing high quality services to customers all around the world. You will be responsible for supporting customers in system inquiries, working closely and establishing global connection with colleagues in different locations in the world.
What you will do:
- Provide 1st Level Support
- Respond to customer inquiries via e-mail/ticketing system or phone
- Process and monitor technical incidents
- Advise and support the customer in consideration of functional requests
- Assist the customer in resolving 1st level issues
- Dispatch and track tickets for the 2nd and 3rd level of support
- Follow up on any customer issues requiring additional research
- Demonstrate the highest level of customer service and professionalism
Work schedule:
- Shift structure: Start as early as 7 AM and end no later than 9 PM
- On-Call Duties: Night time (9 PM to 7 AM) and on weekends on rotation
- Shifts and On-Calls are pre-scheduled and rotated among the team members equally
What you will need:
- Excellent communication skills in German and English languages: Required for communication across the international locations and customers from Germany.
- Previous customer service related experience
- Proactive and analytical approach
- Good problem-solving skills
- Solution orientated and a team player
- Desire to grow and develop in IT industry
What you will get:
- Salary range: 1400 to 1750 EUR, depending on your level of expertise
- Hybrid way of working, based on your own preferences, with cozy office space in the center of Riga.
- Family-oriented company values and healthy attitude towards work and life balance: additional 4 vacation days, birthday leave, “Happy Land” space in the office for children, etc.
- Individual development and learning plan, including yearly budget for external training
- Necessary essentials – health insurance with dental services and sports coverage
- Possibility to work in mutual trust and positive team environment, to be creative and improve working flows by self-initiatives
- Friendly, multicultural and cooperation orientated colleagues