Bertelsmann SE & Co. KGaA

IT, Customer Service

Tallinn, Estonia

Posted on Jul 12, 2025

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What will be your challenge?

You will be joining the IT Support teams, where your daily responsibilities will include:

• Processing incidents and requests initiated by customers, as well as monitoring systems. This involves logging and responding to all customer contacts, including emails and phone calls.
• Categorizing and prioritizing incidents and requests to ensure efficient handling.
• Providing initial analysis and troubleshooting to resolve incidents and requests promptly.
• Escalating incidents and requests to the appropriate next level of support when necessary.
• Following up on incidents and requests, ensuring that all documentation is accurate and complete.
• Coordinating with the next level of support to facilitate the resolution of incidents and requests.
• Communicating with customers to ensure their satisfaction by keeping them informed about the progress of their incidents and requests, notifying them of planned changes, and informing them of any agreed-upon outages.
• Handling user access management requests.
  
  

What will help you to succeed in the role?

• A background in IT, with at least one year of relevant experience in IT support.
• Strong interpersonal skills, including effective communication, active listening, and a commitment to customer care.
• Capability to follow complex and detailed instructions accurately.
• Analytical skills for working with logs, complemented by a keen attention to detail.
• Willingness to work night shifts.
• A proactive individual with high self-motivation, capable of adapting swiftly to changes.
  
  

Shape the future of FinTech with us and contribute to innovative solutions that drive our company's success. We invest in our team's development and success. Join us and be part of an exciting journey!

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