Application Support Swedish/Finnish

DBS is the single point of contact for all IT service-related requests when it comes to Volvo Group dealers. The DBS helpdesks in Bangalore, Beijing, Curitiba, Gent, Gothenburg, Greensboro and Wroclaw have a high local know-how and have locally adapted opening hours and cover the major international languages. DBS support all the brand from Volvo Group (Volvo Trucks, Renault Trucks, Mack Trucks, etc…)

We are looking for:

• A person who has IT helpdesk background and knowledge of ticketing tools, ideally ITSM.

• The support agent needs to have fluent English + Swedish + Finnish.

• When we say fluent, we mean C2 level or native. C1 might be acceptable in some cases but below that level, candidate will be rejected.

• The person needs to have analytical skills, willingness to help customers, and troubleshooting skills.

• This is a people´s job with most of the time direct contact with our customers, which means that candidate should not be afraid of working within an environment with challenges and pressure. Candidate should also have strong soft skills to be able to de-escalate situation quickly.

 

Daily tasks look like:

• Receiving (Answering phone calls from end users) and registering Service Requests (SR).
• Trouble shooting and resolution of SR´s thanks to knowledge of Volvo business applications used in dealer and workshop, personal skills, knowledge base, vendor literature and communication with team members.
• Transfer/Escalation of SR´s to other Support Groups (SG).
• Keeping track of and follow up of SR´s transferred to other SG.
• Informing users as to the progress of SR´s Responsibility for the Team SR´s.
• Direct contact with users and customers from Regions: BeNeLux (via phone and mail).
• Solving problems that appear in Volvo Dealer´s and Workshop´s applications (business knowledge needed).
• Working according to established rules and procedures as a member of Global DBS Organization (registering, closing, monitoring and follow-up Service Requests).
• Working in accordance with ITIL and DBS Best Practices.
• Other duties as assigned by management.
• As Helpdesk for entire Europe, Service during Polish bank holidays is expected as other countries might work.