Senior Support Engineer

Job description

VOLVO IT- FG Description Digital Support (DS) is the single point of contact for all IT service-related requests when it comes to Volvo Group dealers. The DS helpdesks in Bangalore, Beijing, Curitiba, Gothenburg, Greensboro and Wroclaw have a high local know-how and have locally adapted opening hours and cover the major international languages. DS supports all Volvo Group brands (Volvo Trucks, Renault Trucks, Mack Trucks, Volvo Construction Equipment, Volvo Penta and others) We are looking for: • A person who has IT helpdesk background and knowledge of ticketing tools, ideally ITSM. • The support agent needs to have fluent Dutch + English + Polish • When we say fluent, we mean C2 level or native. C1 might be acceptable in some cases but below that level, candidate will be rejected. • The person needs to have analytical skills, willingness to help customers, and troubleshooting skills. • This is a people’s job with most of the time direct contact with our customers, which means that candidate should not be afraid of working within an environment with challenges and pressure. Candidate should also have strong soft skills to be able to de-escalate situation quickly. Daily tasks look like: • Receiving (Answering phone calls from end users) and registering Service Requests (SR). • Trouble shooting and resolution of SR’s thanks to knowledge of Volvo business applications used in dealer and workshop, personal skills, knowledge base, vendor literature and communication with team members. • Transfer/Escalation of SR’s to other Support Groups (SG). • Keeping track of and follow up of SR’s transferred to other SG. • Informing users as to the progress of SR’s Responsibility for the Team SR’s. • Direct contact with users and customers from Regions: Sweden, Finland, Norway, Denmark (via phone and mail). • Solving problems that appear in Volvo Dealer’s and Workshop’s applications (business knowledge needed). • Working according to established rules and procedures as a member of Global DS Organization (registering, closing, monitoring and follow-up Service Requests). • Working in accordance with ITIL and DS Best Practices." Key Responsibilities "Description Digital Support (DS) is the single point of contact for all IT service-related requests when it comes to Volvo Group dealers. The DS helpdesks in Bangalore, Beijing, Curitiba, Gothenburg, Greensboro and Wroclaw have a high local know-how and have locally adapted opening hours and cover the major international languages. DS supports all Volvo Group brands (Volvo Trucks, Renault Trucks, Mack Trucks, Volvo Construction Equipment, Volvo Penta and others) We are looking for: • A person who has IT helpdesk background and knowledge of ticketing tools, ideally ITSM. • The support agent needs to have fluent Dutch + English + Polish • When we say fluent, we mean C2 level or native. C1 might be acceptable in some cases but below that level, candidate will be rejected. • The person needs to have analytical skills, willingness to help customers, and troubleshooting skills. • This is a people’s job with most of the time direct contact with our customers, which means that candidate should not be afraid of working within an environment with challenges and pressure. Candidate should also have strong soft skills to be able to de-escalate situation quickly. Daily tasks look like: • Receiving (Answering phone calls from end users) and registering Service Requests (SR). • Trouble shooting and resolution of SR’s thanks to knowledge of Volvo business applications used in dealer and workshop, personal skills, knowledge base, vendor literature and communication with team members. • Transfer/Escalation of SR’s to other Support Groups (SG). • Keeping track of and follow up of SR’s transferred to other SG. • Informing users as to the progress of SR’s Responsibility for the Team SR’s. • Direct contact with users and customers from Regions: Sweden, Finland, Norway, Denmark (via phone and mail). • Solving problems that appear in Volvo Dealer’s and Workshop’s applications (business knowledge needed). • Working according to established rules and procedures as a member of Global DS Organization (registering, closing, monitoring and follow-up Service Requests). • Working in accordance with ITIL and DS Best Practices." 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