Website ATS Global

ATS require a customer service agent to join our professional SERVICE DESK TEAM.

The ATS Global Service Desk Team provides comprehensive support to our customers operating in manufacturing environments and to our internal employees. We act as the single point of contact – Level 1: Customer and IT Support. This dual role ensures that both our customers and our internal teams receive the highest level of service and support.  

The main language which we use on a daily basis is English, however, other languages are also welcome. We are operating 24/7 with the “follow the sun” principle, that’s means we have team members in multiple countries like Czech Republic, Türkiye, Mexico and Malaysia. 

YOUR JOB – What would be your everyday job?

  • Handle incoming 📞 phone calls, emails ✉ and direct support tickets from both customers regarding technical issues in the manufacturing environment and internal employees about IT related issues
  • Consistently deliver high-quality customer service and internal 💻 IT service on level 1 (L1) 
  • Provide advice to customers and end – users, and act as first line contact for them
  • Accurately capture detailed technical information into the IT Service Management Tool (ITSM)
  • Monitor and meet SLA Response and SLA Resolution time for tickets relating to L1 workgroup
  • Analyze and resolve common tickets and enquiries by using provided step-by-step instructions for both customer support and internal IT support. 
  • Escalate complex issues to second or third-line technical support (L2, L3)
  • Communicate with various teams
  • Engage in knowledge sharing

YOUR PROFILE – Qualifications you will need

  • Proven experience in IT Service Desk operation area, (both customer and internal IT support)
  • Ability to troubleshoot, analyse, and resolve basic technical issues using provided instructions
  • Excellent communication skills in English and Turkish language, (both spoken and written)
  • Excellent customer service skills
  • Capability to work independently and under pressure
  • Strong commitment to teamwork and thriving in a multicultural environment
  • Availability to work on a shift schedule, including public holidays and weekends
  • Willingness to undergo a background check (BPSS)
  • Proficiency in additional languages such as Spanish, Italian, French, German, Dutch, and Mandarin is not mandatory, but it is welcomed

OUR OFFER & BENEFITS 

Become part of our dynamic, multiculture, successful Global Service Desk Team. Communicate with the customers and people around the world. Get experience and provide the first-class customer support and services.  

A benefits package commensurate with the function is offered. 

  • Home – Office possible
  • Paid certifications, technical and soft-skills training
  • The chance to work on international projects for world-known companies
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