Level 1 Agent with Spanish and English OOH (Night and Weekend)

About the role:

The Level 1 Agent is the first point of contact into the Service Desk via all agreed communication channels and is responsible for contact-registering, classification, resolution, ticket tracking and end-to-end ticket management on the full range of services and applications as defined for the customer. The Level 1 Agent is expected to resolve all issues which can be resolved by the Service Desk and to perform a Log and Dispatch role for the remaining service requests. Excellent attendance and punctuality are required. 

Responsibilities:

• Handle contacts promptly and professionally and ensure delivery of all SLAs
• Create a Ticket for new contacts into the Ticketing Management Systems
• Identify and resolve Customers’ request, problem or incident using the relevant knowledge base tools and other technical resources
• Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated daily and every effort is made to deliver service levels
• Fully document every ticket as per the internal quality assurance standards
• Participate in all internal meetings and feedback sessions
• Comply with all internal ticket management processes
• Present a positive, effective and flexible contribution to achieving team targets and objectives
• Complete desk specific or ad hoc tasks
• Remain well versed in help desk policies, procedures, standards and documentation
• Protect confidential and sensitive information and materials
• Use correct activity phone codes and demonstrate a responsible approach to these at all times
• Adhere to the telephone login procedures
• Pass Acceptance tests (final test calls)
• Mentor new hires during their incubation period (AILP)
• Support the development or improvement of internal trainings and processes by providing feedback and professional knowledge

Requirements:

Personal Skills:

• Customer oriented, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution 
• Excellent time-management skills
• Ability to follow specific processes and procedures
• Team player
• Excellent communication skills, both oral and written

Technical Skills and Experience:

• Computer/IT literacy – comfortable working with Windows operating systems, Microsoft Office Suite, etc.
• Fluency in Spanish and English
• Good analytical and troubleshooting skills

What we offer:

• Competitive remuneration package
• Referral bonus program
• 24 days annual paid leave
• Additional health insurance (outpatient & hospital medical care, dental care, coverage of dioptric glasses, and more)
• Free Psychological Counselling via Green Line and on the spot
• Newborn or newly adopted child bonus
• Food vouchers - 77 EUR/month (150 BGN)
• Upskilling & reskilling training programs and e-learning hub
• Recognition awards
• Sports cards (partially covered by the employer) and company sports initiatives
• Special company discounts
• Various social and charity initiatives