Level 1 Service Desk Associate
W.A.G. payment solutions
Bucharest, Romania · Romania
Posted on Apr 30, 2026
We are looking for a L1 Service Desk Associate to join our team in Romania!
Education: High School, advantage if in technical areas
1+ years of experience as Customer Tech Support, or a related area is considered an advantage
Conversational English skills (mandatory B1, B2 level would be an advantage) are required; knowledge of Hungarian is an advantage.
- Advanced Customer Support: Provide round-the-clock support via phone, email, and messaging, delivering accurate, timely, and professional responses to customer inquiries and complaints.
- Issue Resolution: Diagnose and resolve the majority of common customer issues (approx. 80%) using advanced product knowledge, technical expertise, and direct system access.
- Escalation Management: For complex or rare issues, escalate to the appropriate team or department, ensuring clear documentation and effective handover. Follow up to guarantee timely resolution and communication back to the customer.
- SLA & KPI Compliance: Consistently meet or exceed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), including resolution rates, response times, and customer satisfaction scores.
- Polite & Professional Communication: Ensure every customer interaction is handled with empathy, patience, and professionalism, maintaining a strong customer-first approach.
- System & Portal Assistance: Support customers in navigating the portal and using products effectively, providing hands-on guidance and resolving technical issues directly when possible.
- Knowledge Utilization & Contribution: Use available knowledge bases, system tools, and resources to deliver accurate solutions. Provide feedback and insights to improve troubleshooting documentation and procedures.
- Collaboration Across Teams: Work closely with Operators, Managers, and other technical departments to ensure seamless support coverage and effective problem resolution across all shifts.
- Continuous Skills Development: Maintain up-to-date technical expertise, product knowledge, and familiarity with internal systems to improve efficiency and expand resolution capability