IT Global Voice Support Agent

Information about the offer
  • Type of employment: b/d
  • Offer ID:
  • Category: Customer Support
  • Place: Wroclaw , Poland
  • Minimal level of education:: b/d
  • Minimal experience: Less than 2 years


The scope of daily tasks includes front-end technical support by means of administrative and operative tools.
Troubleshooting varies from access through desktop applications inquiries ending with network issues.

It includes handling requests and incidents within SNOW management system and assisting end-users by means of remote control tools and software support tools.


- Providing 1st line support
- Handles and logs calls via Skype voice platform
- Categorizes and prioritizes all incidents and service requests placed within the Global Voice Support queue, either resolving them directly or re-assigning them to the appropriate support teams
- Updates existing incidents and requests and registers new ones in SNOW incident management system
- Understands and follow service levels and executes tasks accordingly
- Coordinates incident and service request life cycle with various workgroups
- Be prepared to work on shifts
- Provide all clients with a devoted, positive and efficient service at all times
- Adherence to processes and procedures to maintain quality and professionalism
- Cooperate with partners located over the whole globe


- Excellent verbal and written communication skills
- Fluent written & spoken English as a minimum, Fluent written & spoken German is a real advantage
- Previous experience in working directly with customers
- Solid teamwork and communication / information sharing
- Innovative and prepared to try different ideas which might prove beneficial to our clients
- Ability to work under pressure, to keep things simple, patience and creativity, conflict
- Demonstrate a high level of customer focus and empathy
- Willingness to learn and focus on results
- Client-focused and biased in pursuit of business goals and objectives
- Previous IT experience