Service Agent

As a Service Agent (m/f/d) in full-time or part-time (from at least 30 hours per week), you are the first point of contact for our customers when it comes to IT questions. With your solution-oriented mindset and communication talent, you ensure that support requests are handled quickly, professionally, and in a structured manner. Whether via email, phone, or ticket system – you keep an overview, find answers, or direct inquiries appropriately. This way, you ensure that our customers always feel well supported and that issues are resolved promptly.

• You are the first point of contact for all IT-related topics of our clients.
• You handle support requests via all official channels (email, phone, external ticket system) and record them in the Premedia ticket system.
• You classify the incoming support request, among other things, in terms of request type, affected service, and priority.
• You ensure that an initial feedback is provided to our clients within a defined timeframe.
• You ensure that clients are continuously informed about the current status of their tickets.
• You ask our clients questions regarding support requests to obtain a comprehensive description and clarity about the customer's issue.
• You resolve inquiries yourself if they can be solved within 5 to 10 minutes.
• You escalate issues to the 2nd Level Support if you are unable to resolve the problem yourself.

• Client Support

• Documentation

• Organisation

• Meetings