Continental develops pioneering technologies and services for sustainable and connected mobility of people and their goods. Founded in 1871, the technology company offers safe, efficient, intelligent and affordable solutions for vehicles, machines, traffic and transportation. In 2021, Continental generated sales of €33.8 billion and currently employs more than 190,000 people in 58 countries and markets. On October 8, 2021, the company celebrated its 150th anniversary. 

Responsibilities

• Provide first level of support to our customers (B2C or B2B) of SMY products 
• Receive and handles requests for services or incidents via different channel : portal,phone, mail, chat

• Logs tickets: Identifies and classifies incident types and service interruptions 

• Records incidents cataloging them by symptom and resolution 
• Provide resolution to customer or escalate to next support level

• Escalations management in case of critical incidents 

• Records and tracks issues from outset to conclusion. 
• Process. Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed. 
• Problem Solving. Takes ownership for listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are ‘beyond them’ and escalates so they can be resolved. 
•  Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis. 
•  Team Working. Acts as a team player and is viewed by colleagues as a helpful and effective member of the team. 

• Contributes to creation of support documentation 
• Night shift work rotation  

Graduate , Service Desk  Industry experience

Ready to drive with Continental? Take the first step and fill in the online application.