IT Application Support with German & English

Digital Support (formerly Dealer Support Center) handles IT-related requests from Group dealers and workshops with helpdesks in multiple global locations including Wroclaw. The team supports local insights, tailored opening hours, and communication in major international languages.

• Experience in IT support or service desk roles.
• Solid working knowledge of ITIL and customer service best practices, especially incident handling and request fulfilment.
• Fluent in German (C2 or native level) and English (at least B2–C1).
• Analytical skills to diagnose and resolve technical issues.
• Strong interpersonal and communication skills to engage with customers and IT specialists.
• Familiarity with ServiceNow platform.

• Handling Incidents & Requests: First point of contact for incidents and requests via online portal and phone calls.
• Troubleshooting & Resolution: Resolve issues using knowledge of Volvo’s business apps, personal skills, and knowledge base.
• Case Transfer/Escalation: Escalate cases to specialized support groups when needed.
• Tracking & Follow-Up: Monitor progress of transferred cases and ensure resolution.
• Direct User Contact: Interact with users and customers from Germany, Switzerland, and Austria via phone and online portal.
• Problem-Solving: Address issues in Dealer and Workshop applications applying business knowledge.

Shift work from 07:00 to 18:00. Hybrid work mode with 2 days in the office.