Role in brief
DIGITALL seeks a junior Service Desk Agent to provide technical support to customers, primarily in German. This remote role involves troubleshooting issues, documenting interactions, and ensuring customer satisfaction. Individuals with strong communication skills and an interest in IT support will find this role a good fit.
About the role
This junior Service Desk Agent role focuses on providing technical assistance to customers. The work involves receiving and analyzing technical requests, troubleshooting problems, and identifying solutions. Candidates will communicate with users primarily via phone and a ticketing system, ensuring that support is delivered clearly and professionally in both German and English.
A key aspect of this position is maintaining high customer satisfaction through empathetic and patient interactions. The agent will collaborate with a team to ensure consistent support quality and will be responsible for accurately documenting all interactions while adhering to established procedures. The role emphasizes problem-solving and effective communication.
Success in this position means efficiently resolving technical issues, even when details are limited, and providing clear, accurate information. The ideal candidate will be organized and detail-oriented, capable of managing multiple requests, and will demonstrate a genuine interest in IT and customer support. Full training is provided, making this suitable for those with basic experience or a strong aptitude.
The salary for this role ranges from $51,750 to $86,250 annually.
Skills that matter here
- customer support: This role is centered on providing direct support to customers, ensuring their technical issues are resolved.
- technical support: The primary responsibility involves troubleshooting and resolving technical requests from users.
- Microsoft 365: Basic knowledge of Microsoft 365 is considered a plus for candidates in this role.
Who this role suits
- Someone who is fluent in both German and English and enjoys direct customer interaction.
- An individual who is patient, empathetic, and skilled at explaining technical concepts clearly.
- A person who is organized, detail-oriented, and capable of managing multiple tasks efficiently.
- A team player with a positive attitude and a genuine interest in IT and technology.
From the employer
- Receive, analyze, and resolve technical requests primarily via phone and ticketing system
- Troubleshoot issues efficiently and determine optimal solutions for quick resolution
- Provide clear, accurate, and professional information in both German and English
- Ensure high customer satisfaction with every interaction through empathy and patience
- Collaborate with the team to maintain consistent, high-quality support
- Document interactions accurately and follow established procedures
- Very good command of German and English (B2/C1 level minimum)
- Strong communication, listening, and problem-solving skills
- Ability to understand and resolve technical issues even with limited details
- Organized, detail-oriented, and able to manage multiple requests effectively
- Genuine interest in IT/technology and customer support
- Team-oriented with a positive, empathetic attitude
- Basic Microsoft 365 knowledge is a plus
- Previous technical support or customer service experience is advantageous (full training provided)
Questions about this role
What is the remote work policy for this position?
This is a fully remote position.
What level of experience is required for this role?
This is a junior-level position, and full training will be provided, making it suitable for those with basic experience.
What are the key technical skills needed?
Key skills include customer support, technical support, and basic Microsoft 365 knowledge is a plus.
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