Danish Market | IT Helpdesk Support

Robert Bosch Group; Lisboa; Híbrido; EUR 18 000 - 32 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Flexible hours

Medical services

Discounts for employees

Canteen

Good access to public transports

Resumo da oferta

Robert Bosch Group in Lisbon is seeking a technical support professional for 1st level customer assistance. You will respond to calls, emails, and chats, analyze issues and provide remote technical support.

The role involves following documented processes, logging incidents, coordinating with other Bosch teams, contributing to FAQs, and maintaining customer relations. Office and remote work arrangements supported according to business needs.

Qualificações

• Education: Technical education in IT systems or experience and advanced knowledge in hardware and software support topics.
• Experience in a customer facing position is advantageous.
• Languages: Danish C1 and English B2 required; other European languages are a plus.
• Team player with 100% service and solutions focus.
• Methodical troubleshooting skills required.
• Working knowledge of SAP would be an advantage.
• Experience or affinity with automotive electronics is a plus.
• Soft skills: customer orientation, professional communication, teamwork, and ability to work under pressure.
• Willingness to take on responsibility for assigned projects.

Responsabilidades

• Respond to all calls, emails and common requests for technical 1st level support.
• Analyse technical problems and provide technical assistance via phone, email or chat; 1st level resolution targets.
• Follow defined work instructions and escalation processes for all incidents.
• Track all incidents in the internal incident management system.
• Maintain communication with other Bosch sites, departments and colleagues involved in support processes.
• Input for FAQ and knowledge database.
• Establish good relationships with colleagues and customers to ensure correct information flow.
• Willingness to work in the office and/or remote according to business needs.

Conhecimentos

Customer support

English (B2)

Danish (C1)

Team player

Problem solving

Formação académica

Technical IT education

Ferramentas

SAP

Descrição da oferta de emprego

At Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people’s lives. Our promise to our associates is rock-solid: we grow together, we enjoy our work, and we inspire each other. Join in and feel the difference.

With over 300 specialized associates and around 15 nationalities, Bosch activities in Lisbon are focusing on sales, marketing, communication, training, nearshoring services and shared support for human resources services to Europe. The diversity, commitment and know-how of the team are the key success factors of this organization.

Bosch Service Solutions develops and delivers Customer Experience, Mobility and Monitoring solutions for companies and their customers.

Our teams find fast and efficient solutions for thousands of people on a daily basis – from claim management to life‑saving emergency calls, among other services. Define the standards and become a pioneer together with around 9000 associates worldwide.

Job Description

• Respond to all calls, emails and common requests for technical 1st level support;
• Analyse technical problems (root cause analysis) and provide technical assistance to customers via phone, email or chat making use of remote access tools First level resolution rate: 50% after 6 months, 70% after 12 months;
• Follow defined work instructions and escalation processes for all possible types of incidents;
• Track all incidents in our internal incident management system;
• Maintain communication with other Bosch sites, departments and colleagues which are engaged into the support processes;
• Input for FAQ and knowledge data base;
• Establish good relationships with colleagues and customers in order to achieve a correct flow of information;
• Willingness to work in the office and/or remote according to business needs.

Qualifications

• Education: Technical education in IT systems or experience and advanced knowledge in hardware and software support topics;
• Experience and know-how: Professional experience in a customer facing position would be an advantage;
• Languages: Danishoral and written communication skills level C1 (minimum) required and English oral and written communication skills level B2 (minimum) required. Other additional European languages are a plus;
• A team player who is 100% service and solutions focused;
• Methodical troubleshooting skills required;
• Working knowledge of SAP would be an advantage;
• Previous experience or affinity with automotive electronics would be an advantage;
• Soft skills required: Customer orientation, professional communication, team player skills, able to work under pressure;
• Willingness of taking over responsibility for assigned projects as needed.

Additional Information

What we offer you:

• Challenges in an international environment
• career opportunities in one of the best companies in the world
• flexible hours
• medical services
• discounts for employees
• sports and health related activities
• canteen
• good access to public transports
• space for creativity.

Success stories don´t just happen. They are made...

Make it happen! We are looking forward to your application!