Title: Customer Support Agent L1 - German Speaker
Location: Belgrade or Nis office

L1 Service Desk agents are the core of our service and first point of contact to the stores and corporate users. They are professionals who help users resolve issues with computer technologies. They contribute to IT system optimization, communicate with clients to resolve technical issues, and ensure that personnel is able to utilize the systems and software that they need.

Key Job Dimensions & Scope of Role:

• Market EMEA
• Individual Contributor
• No direct reports
• No travel required
• Not responsible for budgets
• 40 hours per week

Summary of Key Responsibilities:

• Works directly with customers to resolve recurring or standard problems captured in Knowledge base
• Works directly with NCR and 3rd party Vendor technicians to resolve HW or SW problems
• Reviews incident history to determine recurring faults
• Provides technical support and assistance to clients and businesses regarding hardware and software issues
• Provides support with installing, configuring, and updating hardware and software, as well as fixing any issue related to the equipment that may come up on a daily basis
• Updates work orders and provides status information
• May respond to escalated calls
• May implement remote fixes relying on guided search for diagnosis across multiple products
• Applies troubleshooting checklists
• Acquires and applies knowledge of troubleshooting techniques and desktop diagnostic tools

Basic Qualifications:

• Proficiency in German language
• Basic PC literacy; Keyboard proficiency; Understanding of Windows-based applications/tools
• Problem solving and analytical skills.
• Relationship building skills; Excellent communication skills, verbal and written as well as listening skills
• High school diploma