Internship Service Desk Agent (all humans) #work&study#customersupport

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We are part of Erste Group – the largest banking group in Central and Eastern Europe with more than 2,500 branches and over 45,000 employees. Our more than 2,000 IT experts and enthusiasts are the bank's Digital Muscle.

Company Description :

With top notch technology, we drive the realization offers the Group’s vision: To provide human banking in digital times, and to build Financial Health for over 16 million customers in the CEE region. We aim to attract and develop the best talent and aspire to be an IT employer beyond compare.

Department Description :

This internship opportunity is perfect for individuals looking to gain hands-on experience in customer support while working and studying simultaneously. As an intern in our department, you are the first contact for customer inquiries whether via web ticketing system, email or by telephone. You determine and qualify the needs of our customers, provide quick help in German and English and ensure professional support by further expert teams within Erste Digital. To ensure success as a Service Desk Agent, you should have knowledge of incident and problem management processes, diagnostic skills, and high-level communication skills. Ultimately, you provide immediate fast and effective support in written or when necessary, as well over the phone. If you are a proactive individual with a passion for helping others and a desire to learn, we encourage you to apply for this internship opportunity.

What to do :

• Act as single point of contact to incoming and existing customer requests 

• Request pre-processing and quality assurance to determine type and quality 

• Interact with customers and provide first resolution through known problems

• Route incoming and existing issues to appropriate internal support groups

• Monitor open tickets to make sure the team is meeting customer SLA’s.

• Keeping customers informed of incident resolution progress, notifying them on service impacts

• Ensure efficient flow of requests from start to finish

You check these boxes :

• IT and banking business awareness: ability to appropriately solve or match requests to internal support groups and ask the right questions to properly document all incoming requests

• Knowledge of service desk support tools, familiarity with ITSM systems and practices preferred 

• Typing skills to ensure quick and accurate entry of request details

• Interpersonal skills such as communication skills, active listening and customer-care

• Ability to multi-task and adapt to changes quickly

• Ability to work in a team and communicate effectively

• Self-motivated with the ability to work remotely from home and modern shared space office

• Fun, Patience and Understanding

• Provide bilingual Support in German and English

Why you will like us :

• Possibility to benefit and learn from our international, talented and passionate community at Erste 

• Great learning curve through ownership and creative freedom

• Interest groups and clubs: Take part in discussions and get involved in projects. Numerous interest groups invite you to engage with a topic

• Good food: Healthy nutrition and good food are important for our quality of life. With seven restaurants and cafeterias, there’s something to suit every taste on the Erste Campus

• Health Centre – The Erste Campus operates a fully equipped health centre that offers all employees a high standard of medical services during working hours.

• New way of work: With our flexible working hours model we want to make your life less complicated. Combing the best of both worlds, remote and company time.

• Discover all our benefits of Erste group here - Thanks to our corporate benefits partners, you can also receive a whole bunch of discounts in different areas.

• We offer you a varied part-time internship position (20-30h/week) for 12 months. An internship salary of EUR 3.175,- gross per month (on a full-time basis) is offered.

The way we are :

Erste Group considers the diversity of its employees as key to innovation and success. As employer we are proud to offer everyone equal chances, irrespective of age, skin colour, religious belief, gender, sexual orientation or origin.