Retail Service Desk Agent

3 weeks ago


Bucharest, Bucureşti, Romania Goodyear Full time

Job Summary: Customer Support Specialist provides technical assistance to Goodyear contractors and franchise dealers, ensuring customer satisfaction and resolving issues efficiently.

Location: Bucharest, Romania

The ideal candidate will act as a single point of contact, providing support services to Goodyear contractors and franchise dealers after service activation. Key responsibilities include:

  • Providing first-level support on daily issues in using GRIPS and connected systems
  • Documenting issues, solutions, and workarounds
  • Escalating unresolved issues to second-level support
  • Following up on customer issues and requests
  • Performing IT setup audits remotely
  • Testing new functionalities and documenting results
  • Collaborating with resolver groups to ensure resolution within service level agreements

Key duties and responsibilities include:

  • Ensuring customer satisfaction and providing solutions
  • Following standard Service Desk operating procedures
  • Redirecting issues to resolver groups
  • Following up with resolver groups to ensure resolution
  • Accurately documenting all requests, issues, and workarounds
  • Conducting outbound calls on request by Central Retail Operations
  • Testing new bugfixes, minor enhancements, and full releases

Requirements:

  • Bachelor's degree in Business, Economics, Computer Science, Engineering, or related subject
  • 1-3 years' experience in customer support services
  • Strong working knowledge of IT tools
  • Understanding of ITIL working practices
  • Excellent communication and troubleshooting skills
  • Ability to prioritize and multitask efficiently
  • Collaborative team spirit and flexibility
  • Good command of German and English

Benefits:

  • Competitive salary package
  • Free private medical services
  • Flexible benefits from favorite brands
  • 25 vacation days/year
  • Referral bonuses
  • Flexible working hours
  • Discount on Goodyear tires
  • Free access to the Bookster library
  • Discount on products and services

Goodyear is one of the world's largest tire companies, employing about 72,000 people and manufacturing products in 55 facilities in 23 countries. Its two Innovation Centers strive to develop state-of-the-art products and services that set the technology and performance standard for the industry.



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