German-Speaking L1 Tech Support Professional - Night Shift - Remote
Core
First-line technical support agent for a global Quick Service Restaurant (QSR) chain, handling incidents and service requests via phone, web, chat, and email.
Role type
Service Desk Level 1 Agent
Builds
Incident and service request resolution for end users
Domain
IT Support / Quick Service Restaurant (QSR)
Required skills
IT troubleshooting (software, hardware, OS, network), ticket management, escalation procedures, documentation, customer communication, diagnostic reasoning
Preferred skills
QSR environment knowledge, POS/KDS systems familiarity
Technologies
Windows, Windows Server
Responsibilities
Log and resolve incidents and service requests across multiple channels; achieve First Contact Resolution using knowledge bases; escalate unresolved issues to higher support levels; conduct follow-up activities to confirm resolution and customer satisfaction; meet Service Level Agreements (SLAs) and quality standards.
Seniority
Junior to Mid-level, hands-on IC