German speaking Technical Support Analyst

Company Description

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.

Job Description

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 computer skills
• 1st level support knowledge of MS Office, Windows, Antivirus, VPN software and Internet applications
• Proficiency in utilizing one or more ESM toolsets (ServiceNow, BMC Remedy, MicroFocus Service Manager, JIRA Service Management) is an advantage
• Experience with call handling tools is an advantage
• Comfortable working with internal/external partners & other stakeholders, coordinating special projects or initiatives
• Strong team player with a supportive attitude and willingness to help and serve
• Experience in virtual teams in multinational organizations
• Eager to learn and improve, motivated and able to adapt to changes with ease
• Excellent interpersonal and communication skills
• Good analytical and problem solving skills
• Ability to make decisions for predefined topics.
• Ability to work independently, but seek guidance as and when necessary
• Detail-oriented with a commitment to maintain accurate records and documentation

Language

• Fluent in English and German (B2)

• Flexible working conditions with remote work possibility (in-person presence is required from time to time), you can have a real work-life balance
• Modern, newly renovated, sustainable office with parking space and bicycle storage area in the heart of Sofia
• Supportive, diverse and highly skilled community
• Ability to really make a difference and build new processes from scratch, you can participate in the formation and shape of the BSC processes
• KOSTAL is a dynamically developing company (10-20% yearly growth in the automotive and solar industry), an independent, family-run business which provides much flexibility
• You can enjoy our value-oriented work culture: we are down-to-earth, appreciative, inspiring and innovative

Additional Information

• Flexible working conditions with remote work possibility (in-person presence is required from time to time), you can have a real work-life balance
• Modern, newly renovated, sustainable office with parking space and bicycle storage area in the heart of Sofia
• Supportive, diverse and highly skilled community
• Ability to really make a difference and build new processes from scratch, you can participate in the formation and shape of the BSC processes
• You can enjoy our value-oriented work culture: we are down-to-earth, appreciative, inspiring and innovative