We are looking for a IT/Tech Support Agent with Swedish in Budapest (Hybrid opportunities if experienced)

Only locals (already in Budapest)

Weekdays between 08:00 – 17:00 CEST

Act as a single point of contact for phone calls, chat and emails from users regarding

IT issues and queries
Record incident resolutions in the Help Desk tool based on user communication via
phone, email, chat etc.
Ensure that issues are resolved within ticket life cycle
Co-ordination between users and resolver groups (if necessary)
Incident handling and escalation management
Work independently and within a team
Communicate well with internal and external contacts
Manage multiple assignments simultaneously without any / minimal guidance or help
from seniors or peers team members
Adhere to Tech Mahindra and client’s procedures, policies and guidelines
All KPI related tasks must be followed & adhered to avoid business impact
To ensure that breaks are pre-approved by SME, Team Leader or Manager
Strong problem resolution skills
Escalate unresolved calls to the resolution support team
Take ownership of user problems and follow up the status of problems on behalf of
the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to
all service management principles
Any additional ad hoc tasks that may contribute to a better service to the client or
improvement to the KPI

C1 level German/Spanish/Portuguese/French language skills in combination with
excellent English language
Certifications (Optional) ITIL, MCSE, Software Development/Application support
Level of expertise L1 – L2 On-site Or Remote Support
Excellent communication skills and telephone manner.
Application Support: Prior experience in Application support/Software development,
IT Service Desk
IT Awareness: Understanding of SDLC, database technology, OS components would
be useful
Tools: Hand on experience on ITSM tools like HPSM, BMC Remedy, Monitoring Tools,
CA Service Desk
ITIL: Knowledge of ITIL processes and procedures would be an added advantage
SAP - Application Support - optio
Should be a self-motivated achiever who gains satisfaction from providing excellent
customer service
Excellent in verbal & written communication
Problem solving abilities, strong logical analytics

Basic gross monthly salary 500000-525000 HUF

Opportunity to work from home

Permanent contract

Excellent remuneration package based on experience, skills and performance
Be part of a dynamic and creative team with positive and friendly atmosphere
Guidance and tools to reach your full potential.