Danish Market at Bosch Group — Lisboa, Portugal

About The Role

Respond to all calls, emails and common requests for technical 1st level support;
Analyse technical problems (root cause analysis) and provide technical assistance to customers via phone, email or chat making use of remote access tools First level resolution rate: 50% after 6 months, 70% after 12 months;
Follow defined work instructions and escalation processes for all possible types of incidents;
Track all incidents in our internal incident management system;
Maintain communication with other Bosch sites, departments and colleagues which are engaged into the support processes;
Input for FAQ and knowledge data base;
Establish good relationships with colleagues and customers in order to achieve a correct flow of information;
Willingness to work in the office and/or remote according to business needs.
Education: Technical education in IT systems or experience and advanced knowledge in hardware and software support topics;
Experience and know-how: Professional experience in a customer facing position would be an advantage;
Languages: Danish oral and written communication skills level C1 (minimum) required and English oral and written communication skills level B2 (minimum) required. Other additional European languages are a plus;
A team player who is 100% service and solutions focused;
Methodical troubleshooting skills required;
Working knowledge of SAP would be an advantage;
Previous experience or affinity with automotive electronics would be an advantage;
Soft skills required: Customer orientation, professional communication, team player skills, able to work under pressure;
Willingness of taking over responsibility for assigned projects as needed.