Role in brief
DIGITALL is hiring a junior Service Desk Agent to provide technical support to customers in German and English. This remote role involves troubleshooting issues, ensuring customer satisfaction, and collaborating with a team. Candidates with strong communication skills and an interest in IT should apply.
About the role
This role focuses on delivering technical assistance by addressing customer requests primarily through phone and a ticketing system. Responsibilities include analyzing problems, identifying effective solutions, and clearly communicating information in both German and English. The agent will work to resolve technical issues efficiently while maintaining high standards of customer satisfaction.
A key aspect of this position is ensuring that every customer interaction is handled with empathy and patience. The Service Desk Agent will document all interactions precisely and adhere to established procedures to maintain consistency. Collaboration with the team is essential to uphold the quality of support provided.
Success in this role means consistently resolving technical issues, ensuring customer satisfaction, and contributing to a cohesive support environment. The ideal candidate will be organized, detail-oriented, and capable of managing multiple requests, demonstrating a genuine interest in IT and customer service.
The salary for this full-time junior position ranges from $51,750 to $86,250 USD annually.
Skills that matter here
- customer support: This role involves providing direct assistance to customers, ensuring their issues are resolved and they are satisfied with the service.
- technical support: The agent will troubleshoot and resolve technical problems reported by users, offering solutions and guidance.
- Microsoft 365: Basic knowledge of Microsoft 365 is beneficial for addressing common user inquiries and issues related to this platform.
Who this role suits
- A person who communicates clearly and patiently in both German and English.
- Someone who enjoys solving technical problems and has a genuine interest in IT.
- An organized and detail-oriented individual capable of managing multiple tasks.
- A team player with an empathetic and positive approach to customer interactions.
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 role?
This is a fully remote position.
What level of experience is required for this position?
This is a junior-level role, and full training will be provided, making previous technical support or customer service experience advantageous but not strictly required.
What are the language requirements for this role?
Candidates must have a very good command of both German and English, at a minimum B2/C1 level.
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