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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service orientation and effective problem-solving skills while managing and documenting support tickets. Proficient in multitasking and communication, with the ability to work collaboratively in a team environment.
Highest-signal resume keywords
Customer Service OrientationTroubleshooting SkillsTicket ManagementMultitasking AbilityBilingual Proficiency
About the role
Key responsibilities & impact- Resolve errors and malfunctions via remote access
- Prioritize, classify, and document issues in the ticketing system
- Forward unresolved tickets to appropriate support units
- Manage and monitor tickets within service level agreements
- Maintain and document the knowledge database
- Provide first-level support to users and IT staff
- Receive and process inquiries via phone and email
- Monitor incidents, service requests, and other inquiries
- Record, categorize, and prioritize incidents
- Find solutions or workarounds with customers
- Escalate requests to second-level support, vendors, or manufacturers when necessary
- Track tickets throughout their lifecycle and keep customers informed
- Work as part of a joint team from DATAGROUP Service Hub GmbH and DATAGROUP Polska Sp.z o.o.
Requirements
What you’ll need- Strong customer service orientation and multitasking ability
- Excellent teamwork and communication skills
- Proper phone etiquette and active listening
- Strong troubleshooting and problem-solving skills
- Ideally, several years of experience in customer support or IT helpdesk
- Very good English
- Very good German and at least one of the following languages: Czech, Dutch
- Ability to set priorities, classify tickets, and document them
Benefits
Comp & perks- Opportunity to gain hands-on IT experience
- An open and collegial company culture with a trusting work atmosphere
- Flat hierarchies and short decision-making paths
- Individual training opportunities and exciting professional challenges
- Flexible working hours to support work-life balance
- An attractive and modern work environment, including remote work options (Poland only)
- Social benefits
- A reliable job at one of the largest IT service providers in Germany
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Ticketing System ManagementIncident CategorizationRemote Access SupportKnowledge Database MaintenanceService Level Agreement Monitoring
Soft Skills
TeamworkCommunication SkillsActive ListeningProper Phone Etiquette
Industry Keywords
IT HelpdeskCustomer SupportService RequestsProblem-SolvingIncident Monitoring