Job Description
Company Description
KOSTAL Group is a globally active, family-owned German company renowned for delivering innovative, market-leading solutions in the solar and automotive industries. Founded in 1912, the company has grown into a worldwide organization with around 20,000 employees across 47 locations in 22 countries.
Designed as a global centre of excellence, KBS focuses on delivering complex, high value-added services that strengthen and support KOSTAL’s international operations
Job Description
Main tasks, roles and responsibilities:
- Respond to inbound customer inquiries through various channels (e.g. phone, ticket, chat, etc.)
- Troubleshoot technical issues following internal knowledge documentation
- Provide support for high impact issues reported by end-users and junior analysts
- Collaborate to resolve high impact issues including documentation and follow-up until resolution
- Create new and update existing Tickets, while making sure open tickets are consistently kept up-to-date
- Perform day-to-day activities to meet KPIs and SLAs
- Report any performance issues related to the tools you are using in your daily work
- Escalate tickets based on knowledge base and process guidelines
- Demonstrate ability to support and train junior 1st level agents, in cooperation with Knowledge Management
- Coordinate internal and external resources as part of critical incident management process
- Coordinate month-end clean-up of aged tickets
- Remote on-call service - on-call availability scheduled during off-hours to respond to calls about critical issues and coordinate their resolution with a team of experts.
- Assist the Team Leader/Manager in creating weekly and monthly reports
Qualifications
- High school diploma;
- ITIL v3 or v4 Certification is an advantage
- 2 years experience of Customer Support or Service Desk position
- Experience with other IT Service Management processes is an advantage
- Experience in IT Operations is an advantage
- Interest in technology and good computer skills
- 1st level support knowledge of MS Office, Windows, Antivirus, VPN software and Internet applications
- Proficiency in utilizing one or more ESM toolsets (ServiceNow, BMC Remedy, MicroFocus Service Manager, JIRA Service Management) is an advantage
- Experience with call handling tools is an advantage
- Comfortable working with internal/external partners & other stakeholders, coordinating special projects or initiatives
- Strong team player with a supportive attitude and willingness to help and serve
- Experience in virtual teams in multinational organizations
- Eager to learn and improve, motivated and able to adapt to changes with ease
- Excellent interpersonal and communication skills
- Good analytical and problem solving skills
- Ability to make decisions for predefined topics.
- Ability to work independently, but seek guidance as and when necessary
- Detail-oriented with a commitment to maintain accurate records and documentation
- Fluent in English AND German (B2)
Additional Information
- Flexible work environment with remote work options and occasional in-office collaboration
- Newly renovated, modern and sustainable office in a convenient location with parking space
- Competitive compensation package, including health insurance, food vouchers, bonuses, and an extra vacation day
- Learning and development opportunities with access to internal training and career growth paths
- A diverse and inclusive community that values innovation, collaboration, and continuous improvement
- A real chance to make an impact and shape processes
