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Service Desk Analyst (m/f/d)

Tasks

Your top concern is being the first interaction with a customer on behalf of IDnow Service Desk. This will give you the power to add great impact to the company, first impressions count!  Getting the right things done at the right time, the right information to the right people and updating the customers so they remain informed

By having a holistic view of the current situation in conjunction with a large knowledge base, be able to speed up the turn around times

Prefilter and group incoming cases to simplify the whole follow-up processes

Provide all collaborators with an accurate, individual and current status pre-analysis, by learning the relevant tools and products

Work very closely with most teams within IDnow, especially CSM and IT

As we are growing fast, a very proactive and improvement driven mindset is absolutely mandatory. Raise your thoughts. Raise your suggestions. Raise objections. Be creative!

Qualifications

Previous experience, or at least awareness of data protection legislations such as GDPR, BAFIN

Experience in customer service, support or customer facing role

Experience in following process, working with knowledge database

Proactive think outside the box for solutions personality, ability to identify key areas for improvement

Excellent interpersonal, customer handling, written & verbal communication skills

Beneficial - Any knowledge of web and mobile technologies. e.g. programming/scripting languages (Java, C/C++, Perl, Java Script), mobile operating systems (iOS, Android)

Beneficial Experience in various support tools, e.g. Zendesk, Jira, Salesforce

Fluent spoken and written English

Empathy and the desire to help others

Sense of urgency, ability to prioritise tasks based on business priorities

Pragmatic problem-solving skills

We offer

Employment in a strong, expanding company with experienced and highly motivated colleagues

Further development options by assuming additional responsibilities

Activities in international markets with innovative new products

Start-up spirit: flat hierarchies, relaxed and direct approach with a high degree of professionalism

Contact

We look forward to receiving your compelling application with a possible start date and salary expectations. 

In case you have further questions, please feel free to contact Jacqueline Arlt at +49 89 413 24 6020.