Agents will be responsible for providing first-line support to Telefonica's users.
KEY RESPONSIBILITIES:
- Monitor and troubleshoot system and application issues.
- Provide 24/5 support through phone, email, and chat on rotating shifts.
- Perform basic troubleshooting and fault isolation.
- Execute scripted procedures for routine maintenance.
- Assist in resolving user help desk-related issues.
- Collaborate with Level 2/3 teams for escalations.
- Monitor help desk performance metrics.
- Troubleshoot basic operating system issues.
- Configure and manage basic applications and network-related issues.
- Collaborate with Level 2/3 teams for escalations.
GENERAL SKILLS:
- Ability to meet customer needs in alignment with business requirements.
- Capability to comprehend and systematically organize various aspects of a problem or situation.
- Proficiency in MS Office Applications and fundamental network concepts.
- High level of accuracy.
- Excellent problem-solving skills.
- Ability to address the needs and risks from all stakeholders and negotiate required outcomes.
- Cooperative attitude in group settings to achieve goals.
- Monitor and troubleshoot system and application issues.
REQUIREMENTS:
Education:
- A technical degree is preferred, particularly in telecommunications.
Experience:
- 0-2 years of experience in customer support and service.
- Basic knowledge of Networking, Operating Systems, and Application Support.
- Familiarity with network management tools (e.g., NMS, OSS).
- Good voice call handling skills.
- Effective email communication skills.
- Understanding of infrastructure monitoring components and related alerts.
- Effective communication and teamwork skills.
- Ability to work in high-volume, customer-facing environments.
- Ability to quickly learn new skills and adapt to new technologies.
Language Skills:
- German – B2 level and above.
- English – B1 level and above.
Please send your CV to the email address:
