Your Mission
At Telio Management GmbH's Service Desk, you will be the first point of contact for customer requests, collaborating with internal teams and external partners to resolve issues efficiently.
* You will understand and document requests, following standard procedures, and provide advice to customers while escalating complex issues when necessary.
* Keen on delivering high-quality results, you will keep tickets and the knowledge base up to date, classifying and prioritizing incidents to ensure timely communication and resolution.
* Aiming for high first contact resolution and meeting SLAs, you will work in shifts on weekdays with on-call duties during evenings and weekends.
Your Profile
We're looking for someone who has spent a few years in a service-oriented role and enjoys helping others. You have great customer experience skills and are organized, able to manage your own workload and take initiative.
* Proficiency in Microsoft Office products is essential, and experience with Jira or Salesforce would be an added benefit.
* Excellent communication skills in French and English are required, with Dutch being an additional advantage.
* Flexibility is key, as you'll need to adapt to changing schedules and working hours.
Why Work with Us?
We offer our employees a competitive package, including:
* 20 days' vacation, plus 92% of one monthly gross salary as vacation pay.
* Holiday pay: 1 month's salary in December on top.
We also provide:
* Pluxee meal vouchers for working days.
* A gym corner in the office.
* A company phone with contract.
* Snacks and drinks in the office.
About Us
Telio Management GmbH is a medium-sized, internationally active company in the telecommunications and IT services sector, specializing in prison management. As the European market leader, we've provided communications solutions for prisons and correctional facilities worldwide for over 25 years, employing over 270 people across 25 countries.