German Service Desk Agent

About the role

As a German Service Desk Agent, you will be the first point of contact for technical and customer support inquiries for German-speaking stakeholders. You will handle client contacts and escalations, liaise with helpdesks, product partners and quality engineering teams, and process service request tickets. The role is non-technical and suits an effective communicator and analytical problem solver who thrives in a fast-paced environment.

Key responsibilities

• Manage incoming client contacts and escalations with compassion and proactivity, prioritizing needs and providing tailored solutions.
• Liaise with helpdesks for troubleshooting, certified and third-party product partners, and Quality Engineering teams, and coordinate regular calls with the client for product accessory refills and upgrades.
• Process client-generated and internally generated service request tickets within specified delivery times.
• Administer client details in the stakeholder's client database, certifying and correcting incorrect information.
• Handle supply-related requests (by phone, portal, email or chat) for consumables such as toners, fusers and printer drums, checking whether they are already in the premises, ordered or in progress.
• Serve clients such as Air Liquide, Goldman Sachs, eBay, Fiat, NHS hospitals (UK) and Cambridge universities.

Required profile

• High school diploma or equivalent secondary education.
• At least one year of experience in a customer support or client-facing role in a multinational environment (preferred).
• Adaptable to the time zone and calendar of local stakeholders.
• English at B2-C1 (independent user level) and German at C2 (native-level fluency).

Required skills

• Close familiarity with computers and digital network configurations.
• Advanced working knowledge of the Microsoft Office Suite.

What we offer

• Competitive salary plus a language bonus.
• Meal allowance on card.
• Career progression opportunities.
• Staff canteen with varied food options and river-facing balcony seating.
• Health and life insurance packages.
• On-site gym with indoor pool access, fitness classes and a football pitch.