Job
In this role, you support B2B customers in 2nd level support, develop solutions via ticketing system and phone, conduct software updates, and create monthly SLA reports to maximize customer satisfaction.
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Your role in the team
- As a superhero in the Service Management Team, you play a key role in ensuring our Service Level Agreements (SLA) as 2nd Level Support.
- You are not working in a call center, but in a highly specialized team.
- Your responsibilities include supporting our B2B clients via ticket system and phone, developing solutions for customer inquiries, creating business requirements, and carefully managing issues, defects, and tasks.
- You plan and execute software updates for clients, work closely with the Implementation and IT & Infrastructure teams, and prepare monthly SLA reports.
- Your responsibilities aim to ensure SLA compliance and maximize customer satisfaction through efficient processes and transparent communication.
Our expectations of you
Qualifications
- You have a basic understanding of IT infrastructures, technologies, and processes to comprehend the requirements of service management.
- You are fluent in German and English.
- Your strong team skills and flexibility enable you to collaborate smoothly in various situations.
- You possess excellent communication skills to interact effectively with clients, internal teams, and other stakeholders.
- You have a strong customer orientation to understand the needs of our clients and ensure that their concerns are addressed effectively.
- You possess strong conflict management skills to identify potential issues and proactively find solutions.
- You have knowledge in the field of networks and databases, which contributes to a comprehensive understanding of the underlying infrastructure and technologies.
Experience
- You already have experience with a ticket system.
- Ideally, you have proven experience in the inventory management environment, particularly with a focus on Food & Beverage.
- It is advantageous if you already have experience and knowledge in the field of ITIL (IT Infrastructure Library).
- If you have experience in change management, this will be considered a plus.
What we offer
- Is some of this new to you? No problem. At Delegate, you have the opportunity to try out new exciting technologies and develop yourself.
Benefits
Work-Life-Integration
Food & drink
Health, fitness & fun
Topics you will work on
Job locations
About your employer
Our Delegate Team is made up of experienced and long-time industry specialists, combined with experienced software engineers and a long-standing management team. We support our customers both on site as well as remotely via remote access and telephone hotline. We understand the industry we work in and help our clients succeed.
- Established Company
- Onsite, Hybrid
- Internet, IT, Telecommunication
Employer reviews
- Engineering
- 3.1
- Team culture
- 4.3
- Career growth
- 3.0
- Working conditions
- 3.8
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