GermanspeakingTechnicalSupportAnalyst

KOSTAL Group is a global, family-owned German company that develops market-leading solutions for the solar and automotive industries. The company has been established in 1912 and employs about 20 000 people at 47 locations in 22 countries. In Bulgaria, KOSTAL is about to build its first business service centre to provide business support in IT, finance, procurement, master data, sales and HR fields. This will be a global centre with high value-added and complex processes. Main tasks, roles and responsibilities : * Respond to customer inquiries across varios communication channels, including phone and ticketing system * Troubleshoot technical issues using internal knowledge base documentation and established procedures * Create, update, and maintain support tickets, ensuring all open cases remain accurate and up to date * Perform daily operational tasks in alignment with defined KPIs and SLAs * Identify and report performance issues related to tools and systems used in daily operations * Escalate tickets based on knowledge base articles and process guidelines * Support and mentor junior 1st-level agents in collaboration with the Knowledge Management team * Oversee cleanup and maintenance of aged tickets * Remote on-call service - on-call availability scheduled during off-hours to respond to calls about critical issues and coordinate their resolution with a team of internal/external experts * Collaborate on high-impact incidents by maintaining accurate documentation, and providing regular updates throughout the resolution process * Assist the Team Leader/Manager in creating weekly and monthly reports ## Qualifications Education * High school diploma; * ITIL v3 or v4 Certification is an advantage Work experiences: * 2 years experience of Customer Support or Service Desk position * Experience with other IT Service Management processes is an advantage * Experience in IT Operations is an advantage Required Skills and Competencies: * Interest in technology and good compute