L2 Service Desk Agent : German & English speaking

As an L2 Service Desk Agent at NSC Global, your daily responsibilities will include providing 2nd level telephonic and remote support in both German and English, managing end-to-end ticket handling, and addressing issues related to MS Office and Windows OS. You’ll be crucial in maintaining direct communication with clients to update them on their ticket status.

To qualify for the L2 Service Desk Agent position at NSC Global, candidates must have a minimum B2 level of German and conversational English, knowledge of MS Office applications, basic understanding of Windows OS, and strong problem-solving skills. A service-oriented mindset and self-reliance are important for succeeding in this role.

An L2 Service Desk Agent at NSC Global will enjoy a multinational work environment that prioritizes teamwork, professional development, and work-life balance. We offer flexible working arrangements within a supportive atmosphere, ensuring all team members feel valued and engaged.

NSC Global provides its L2 Service Desk Agents with extensive support through training and development opportunities, access to knowledgeable resources, and a robust team environment. You'll have access to tools that help you solve technical issues efficiently and professionally.

Absolutely! NSC Global encourages professional growth and provides various challenges and exciting projects for its L2 Service Desk Agents. With dedication and the right skills, there are ample opportunities for advancement within the company.

Be prepared to share specific examples where you’ve successfully resolved technical issues, particularly in a customer support role. Highlight your familiarity with troubleshooting MS Office applications and Windows systems.

Discuss your method for assessing ticket urgency and importance based on client impact and SLA requirements. Sharing a specific example can illustrate your organizational skills effectively.

Provide a structured approach to conflict resolution, emphasizing active listening, empathy, and effective communication. Your goal should always be to resolve issues while maintaining a positive client relationship.

Discuss your commitment to continuous learning, such as attending workshops, online courses, and reading industry blogs. Show your passion for staying informed about technological advancements.

Share a specific situation where you utilized your problem-solving skills to overcome a technical challenge. Highlight your process and the positive outcome as a result of your actions.

Explain your approach to providing exceptional customer service, including active listening, clear communication, and going the extra mile to ensure client satisfaction.

Discuss your familiarity with ticket management systems, detailing how you’ve used them to track issues, log interactions, and maintain clear communication with clients.

Talk about your adaptability to varied schedules and how you manage your time effectively. Mention strategies you implement to maintain productivity and work-life balance.

Express your passion for technology and helping others. Discuss how the satisfaction of solving problems for clients drives your motivation in the IT support field.

Share your admiration for NSC Global's commitment to teamwork, professional development, and innovative projects. Align your personal values with the company’s mission to show your genuine interest in the role.