Helpdesk Technician

Strategic Overview:

Our client is a premier global provider of cash solutions. The company empowers businesses to manage the entire lifecycle of payments—from cash handling to processing—within a single, streamlined ecosystem.

Role Overview

We are seeking a dedicated and efficient Helpdesk Technician to join our dynamic team. This role is critical in ensuring that all service requests from clients and internal teams are addressed promptly. You will manage job allocation to engineers and provide 1st-line support for client issues, directly contributing to our commitment to exceptional customer service.

Key Job Responsibilities

• Primary Contact: Serve as the first point of contact for internal and external clients seeking technical assistance via phone, email, or support tickets.
• Troubleshooting: Assess, troubleshoot, and resolve reported issues promptly and effectively.
• Task Management: Assign and escalate tasks to engineers based on urgency and technical requirements.
• Monitoring: Manage the status of service requests, ensuring timely follow-up and resolution.
• Documentation: Maintain accurate records of customer interactions and technical issues in the service management system.
• Collaboration: Partner with engineers to ensure clear understanding of customer issues and promote efficient workflows.
• Knowledge Base: Maintain documentation for technical processes, FAQs, and knowledge-sharing resources.

Experience & Qualifications

• Background: Previous experience in a helpdesk, coordination, or technical support role / customer service is preferred.
• Technical Literacy: Familiarity with service desk software and ticketing systems.
• Languages: * English: Proficiency in spoken and written English is required for communication within the wider business.
• German: Fluency in German is necessary for local operations.
• Soft Skills: Excellent communication and interpersonal skills with the ability to manage multiple priorities in a fast-paced environment.
• Problem Solving: Strong analytical and troubleshooting skills to solve technical issues efficiently.