Join Our Team in Timișoara as a Help Desk Agent!

Are you fluent in German and English, with a knack for problem-solving and a passion for customer satisfaction? If so, we have an exciting opportunity for you to join our client's brand-new office in Timișoara and work on an exhilarating project with one of the largest telecom companies in the world, operating in Europe and Latin America.

About Our Client

Our client, represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and Society to Rise. They are a USD billion company with professionals across 90 countries, helping 988 global customers, including Fortune 500 companies. Their convergent digital design experiences, innovation platforms, and reusable assets connect across multiple technologies to deliver tangible business value and experiences to their stakeholders. Our client has been recognized among India’s 50 best companies to work for in 2020 by the Great Place to Work Institute.

Educational / Professional Qualification:

• Proficiency in German (B2).

• Manageable English skills (B1) in writing and speaking to understand documentation and log accurately in client systems.

• Previous experience in an outsourced customer service environment is advantageous.

Work Experience / Responsibilities:

• Handle phone calls with customer queries and provide resolutions to end-users.

• Record case resolutions in the contact center tool based on client communication via phone, email, chat, etc.

• Ensure cases are resolved within the case life cycle, meeting individual balanced scorecard criteria.

• Escalate priority issues per client specifications to the immediate lead as applicable.

• Work independently and within a team, fostering effective communication with internal and external contacts.

• Provide exemplary customer satisfaction and meet quality standards on all handled contacts.

• Complete hours of staffed time on all rostered days.

• Handle contacts while maintaining targets defined for the project: response time, handle time, and resolution rate aligned with Project KRAs.

• Undertake any additional ad hoc tasks contributing to improved client service or KPI enhancement.

• Attend required trainings.

Preferred Competencies:

• Strong computer skills and multitasking ability.
  
  
• Troubleshooting experience in tech support.
  
  
• Basic networking and hardware knowledge.
  
  
• Positive, team-oriented, and problem-solving mindset.
  
  
• Willing to work shifts/part-time as needed.
  
  
• Excellent German writing skills (for written support) with 50 WPM typing speed.
  
  
• Clear background check, minimum age 18.

• Meal vouchers

• Gift vouchers for Christmas, Easter, 1st June (for employees with children), and 8 March (for women)

• Vacation bonus

• Fitness/wellness reimbursement

• Afterschool/kindergarten benefit

• Birth of child bonus

• Death of a family member support

• Transport reimbursement

• Health insurance for employees and their dependents

Why Choose Timișoara?

Timișoara, the vibrant heart of Romania's western region, is known for its dynamic culture, beautiful architecture, and rich history. As one of Romania's most important business hubs, Timișoara offers a thriving job market, affordable living costs, and a welcoming community. Whether you're exploring its scenic parks, enjoying its lively cafes, or immersing yourself in its multicultural environment, Timișoara provides the perfect balance of work and leisure. Plus, our company provides full support with relocation, making the transition to this dynamic city seamless and enjoyable.