Service Desk Professional
3 weeks ago
We are looking for a highly skilled Service Desk Professional with native German language proficiency to join our team at Planet Pharma.
Job Description:
The successful candidate will be responsible for delivering exceptional customer service and technical support to employees across various global divisions, primarily in German. This role requires a strong understanding of IT service management principles, including ITIL framework, and excellent communication and problem-solving skills.
Key Responsibilities:
- Customer Service: Provide timely and effective responses to incoming calls, chats, and tickets in German, ensuring they are logged, redirected if necessary, and resolved while setting clear expectations during initial interactions.
- Technical Support: Troubleshoot technical and application issues or escalate to Tier 2 teams as needed.
- Problem-Solving: Investigate and resolve complex application and business process issues, identifying trends where applicable.
- Knowledge Management: Use the Knowledgebase to address inquiries and contribute by drafting articles to fill knowledge gaps.
- Mentorship: Offer application and process training to team members and act as a subject matter expert or point of contact.
- Quality Assurance: Assist with reviewing quality records as needed.
- Project Participation: Support application testing, upgrades, deployments, and internal projects.
- Translation Assistance: Perform occasional ad-hoc translation reviews.
Salary: $62,000 - $82,000 per annum, depending on experience.
Location: Chester, UK.
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