Remote Service Desk Specialist - German speaker

About the role

We are looking for a colleague who speaks German to join a Service Desk team in Romania that provides daily support for the parent company in Germany and its clients (approximately 50 clients).
You can work flexibly, but its important to be available every day, preferably in the morning, starting at 8:00 AM.

What you will do

Your main role is to provide operational and administrative support to the companys clients, through channels such as phone, email, Jira, and Microsoft Teams.

Among your responsibilities:

Service Desk support

• Answering calls and client requests, logging them in Jira, and classifying them correctly.

• Monitoring systems and identifying potential issues or incidents.

• Following up and resolving tickets, including communicating with the clients team.

• Escalating critical incidents when necessary.

• Creating and updating internal documentation and procedures (SOPs).

Morning support

• Checking the systems at the beginning of the day (by 9:00 AM Romania time) to detect possible errors or blockages.

• Informing the team and users about identified issues.

• Handover of unresolved situations to the AMS team for further action.

Operational and financial administration

• Checking and updating project data: team, rates, access.

• Validating timesheets.

• Preparing monthly activity reports.

• Managing contracts and orders (including renewals and freelancer administration).
• Collaborating with the finance department for invoicing and document archiving.

Requirements

• Excellent knowledge of German (fluent, written and spoken).

• Good knowledge of English.

• Good communication skills, attention to detail, and organizational skills.

• Willingness to learn and grow in an international environment.

Nice to have

• ITIL Foundation certification.

• Experience with ERP systems (e.g., SAP).

• Experience with ticketing platforms (e.g., Jira, ServiceNow).