Level 2 Agent with French and English

About the role

The Level 2 Agent is the technical escalation point/remote support for tickets that cannot be solved by the Customer’s Level 1 Helpdesk. 

Level 2 Agent apply advanced technical troubleshooting and triaging experience to determine if an escalated issue/ticket can be resolved by the Level 2 team or if the ticket requires further routing to on-site support or another Resolving Group. 

Level 2 Agent receive calls from Level 1 Helpdesk or other Resolving Groups for urgent/high priority tickets which need Level 2 ownership. Level 2 Agent communicate directly with end users in the process of incident troubleshooting via all agreed channels.

On demand, Level 2 Agent might back agents up in their work - for example in cases of high call volumes, outages, etc.

Responsibilities:

The Level 2 Agent take ownership of all tickets routed to them which require a higher level of technical analysis and work these tickets to resolution or route to the appropriate Resolution Group.  

Duties and Responsibilities: 

• Ensure escalated tickets are documented in real-time and in accordance with Service Desk processes and quality standards.
• Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated as per process and every effort is made to deliver service levels.
• Present a positive, effective, and flexible contribution to achieving team targets and objectives
• Collaborate with external Resolution Groups, including on-site teams, to ensure service levels are met or exceeded
• Remain well versed in help desk policies, procedures, standards, and documentation
• Resolve Tickets within scope of responsibilities according to defined procedures 
• Focus on building good working relationships within the team and other Resolution Groups
• Protect confidential and sensitive information and materials;
• Complete specific or ad-hoc tasks including answering incoming calls to assist with volumes during volume spikes, outages, etc.
• Ensure constant self-development using day to day work, web based training, and any other available tool;
• Research and find solutions in unfamiliar technical situations.

Requirements:

• Customer-oriented, enthusiastic, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution
• Capable to work with limited or no supervision
• Ability to follow specific processes and procedures
• Committed to self-development
• Team player
• Very good Customer service skills, verbal, and written skills;
• B2 level of written and oral French
• B2 level of written and oral English
• Very good analytical and troubleshooting skills.
• Previous experience in HW troubleshooting of all devices in the IT architecture

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