Disponent im Kundenservice

Europa Recruitment; Hamburg; Hybrid; EUR 40,000 - 50,000; Full time

Job summary

A leading recruitment firm is looking for a dedicated Helpdesk Technician to support clients and internal teams. This role is crucial for managing service requests and providing first-line support. Candidates should have experience in technical support, strong problem-solving skills, and be proficient in both English and German. The position offers a hybrid working model, which combines both remote and on-site work in Hamburg.

Qualifications

• Previous experience in a helpdesk or technical support role is preferred.
• Familiarity with service desk software and ticketing systems.
• Proficiency in spoken and written English is required.
• Fluency in German is necessary for local operations.
• Exceptional communication and interpersonal skills.

Responsibilities

• Serve as the first point of contact for technical assistance.
• Assess, troubleshoot, and resolve reported issues effectively.
• Assign and elevate tasks based on urgency and requirements.
• Manage status of service requests with timely follow-up.
• Maintain accurate records of customer interactions.

Skills

Technical support experience

Excellent communication skills

Problem-solving skills

Ability to manage multiple priorities

Tools

Service desk software

Ticketing systems

Job description

Our client is a premier global provider of cash solutions.

The company empowers businesses to manage the entire lifecycle of payments—from cash handling to processing—within a single, streamlined ecosystem.

Helpdesk Technician

Location: Hamburg (Hybrid)

Type: Full-time

Role Overview

We are seeking a dedicated and efficient Helpdesk Technician to join our dynamic team. This role is critical in ensuring that all service requests from clients and internal teams are addressed promptly. You will manage job allocation to engineers and provide 1st-line support for client issues, directly contributing to our commitment to exceptional customer service.

Key Job Responsibilities

• Primary Contact: Serve as the first point of contact for internal and external clients seeking technical assistance via phone, email, or support tickets.
• Troubleshooting: Assess, troubleshoot, and resolve reported issues promptly and effectively.
• Task Management: Assign and elevate tasks to engineers based on urgency and technical requirements.
• Monitoring: Manage the status of service requests, ensuring timely follow-up and resolution.
• Documentation: Maintain accurate records of customer interactions and technical issues in the service management system.
• Collaboration: Partner with engineers to ensure clear understanding of customer issues and promote efficient workflows.
• Knowledge Base: Maintain documentation for technical processes, FAQs, and knowledge-sharing resources.

Experience & Qualifications

• Background: Previous experience in a helpdesk, coordination, or technical support role/customer service is preferred.
• Technical Literacy: Familiarity with service desk software and ticketing systems.
• Languages: * English: Proficiency in spoken and written English is required for communication within the wider business.
• German: Fluency in German is necessary for local operations.
• Soft Skills: Excellent communication and interpersonal skills with the ability to manage multiple priorities in a fast-paced environment.
• Problem Solving: Strong analytical and troubleshooting skills to solve technical issues efficiently.