Full-Time IT Help Desk Consultant 1st Level (German)

Main objective: Assures customer satisfaction by offering support via phone, email, chat, and web. Provides information, assistance, and registers customer requests/complaints in the database, resolving issues completely and properly, according to procedures.

Main attributions and responsibilities:

• Offers 1st and 2nd level support to Bosch users and/or partners, providing assistance/information according to procedures.
• Identifies, analyzes, solves, and documents user errors.
• Ensures the correctness and durability of solutions.
• Participates in improving customer service metrics (dropout rate, call resolution rates, etc.).
• Promotes company image through positive attitude, knowledge, client orientation, and availability.
• Records call details in the ticketing system according to STM Work Instructions.
• Supports colleagues and demonstrates team spirit.
• Adapts to changes in company procedures and services.
• Seeks help from colleagues with more experience for complex calls.
• Adheres to the International Procedure System of Integrated Management (quality, environment, health, and safety).
• Reads, understands, and applies relevant procedures and interdepartmental procedures.
• Completes other tasks as requested by the direct superior.

Knowledge and Skills:

• Language: Strong English and German.
• Excellent communication skills with appropriate tone.
• Active listening skills.
• Customer-oriented approach.
• Flexibility.
• Persuasion skills.
• Positive attitude.
• Autonomous work style.
• Ability to remain calm under pressure.

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