German-Speaking L1 Support Specialist - Night Shift

Unisys; United States; Hybrid; USD 1,300 - 1,700; Full time

Benefits offered by this job

Health insurance

Language allowance

Shift bonuses

Private Health Insurance

Home Office Allowance

Cafeteria

Job summary

Unisys is seeking a Service Desk Level 1 Agent to be the first line of support for a global QSR ecosystem. You will assist end users by phone, web, chat, or email, logging incidents, performing initial diagnosis, and driving ticket resolution with a focus on First Contact Resolution.

During training, you will work in the office; afterward, a full remote option is available. The role emphasizes teamwork, knowledge sharing, and meeting SLAs and KPIs while supporting software, hardware, OS, and

Qualifications

• Minimum 2 years in a service desk or similar IT role.
• English and German at C1 level or equivalent.
• Strong troubleshooting for software, hardware, OS and networks.

Responsibilities

• Serve as the first point of contact for end users via phone, web, chat or email.
• Log, diagnose and attempt resolution of incidents and service requests.
• Escalate unresolved issues with complete diagnostic information.

Skills

English (C1)

German (C1)

IT troubleshooting

Customer service

Tools

POS/KDS systems

Job description

Задачи:

Service Desk Level 1 Agent serves as the first point of contact on behave of the biggest QSR (Quick Service Restaurant) World wide for all end users seeking technical assistance through phone, web, chat, or email channels. This role is responsible for providing high-quality customer service, accurate issue logging, initial diagnosis, and efficient resolution of incidents and service requests. The Level 1 Agent ensures timely ticket handling, documentation, and escalation when necessary, and contributes to continuous improvement through knowledge sharing and proactive user guidance. Incident and Service Request Management Log and raise tickets for incidents and service requests received through various contact channels (phone, web, chat, email). Manage and resolve auto-generated tickets, ensuring end-to-end accountability and closure. Strive for First Contact Resolution (FCR) by leveraging knowledge bases and troubleshooting resources. Escalate unresolved issues to Level 1.5 or Level 2 support or additional resolver groups with all relevant diagnostic information. Assign incidents requiring on-site intervention to Field Support (Level 1.5) for validation. Conduct follow-up activities to confirm resolution and customer satisfaction before ticket closure. Achieve defined Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality standards. Customer Support & Communication Serve as the single point of contact (SPOC) for end users throughout the incident lifecycle. Provide courteous, efficient, and effective technical support for software, hardware, and network-related issues. Deliver clear communication regarding ticket progress, estimated resolution times, and next steps.

Требования:

Minimum 2 years of experience in a service desk role or other similar technical role. Language proficiency in English and German C1 level or equivalent is a must. Proficient in fundamental IT troubleshooting for software, hardware, OS (Windows, Windows Server) and network environments Understanding the QSR (quick service restaurant) environment and POS/KDS systems is an advantage. Strong customer service orientation and communication skills. Ability to multitask and manage workload in a fast-paced environment. Detail-oriented with excellent documentation and follow-up abilities. Collaborative mindset with a focus on knowledge sharing and continuous improvement. Critical thinking: diagnostic reasoning and identifying connections experience real customer and employee diversity be a trusted team member and have a supportive supervisor work in an ethical company culture where you can be yourself be part of our internal career development programs -we are working with a very large number of technologies, which gives you continuous opportunities to find your own path have unlimited access to our online training tool to improve your soft skills and technical capabilities

Условия:

After the training period full remote opportunity - during the training period day time 5 days/week in the office

• Monthly gross 44.200 HUF
• Cafeteria - regardless of your weekly working hours
• Fixed extra language allowance
• Additional shift bonuses
• Private Health Insurance - Premium Package provided for all Unisys associates after 6 months of tenure
• Home Office Allowance

Last and foremost, a great team, as well as a lot of learning and training opportunities

Please note that Unisys Corporation is continuously expanding its scope, and the above position is being opened with a pipeline purpose for future opportunities.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.

If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [e-mail] or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys' EEO commitment here.