Service Desk Agent (German B1)

About the role

Victoria Venture Capital sh.p.k., an investment company based in Tirana, is looking for a motivated, customer-oriented Service Desk Agent with German language skills at B1 level. The agent supports customers with inquiries, basic technical issues and service requests, communicating professionally in German and English.

Key responsibilities

• Handle incoming customer inquiries by phone, email or other channels.
• Provide first-level assistance with service questions and basic technical issues.
• Identify customer needs, gather information and guide customers through troubleshooting.
• Record and update customer interactions in CRM or ticketing systems.
• Escalate complex technical issues to the right support teams.
• Follow procedures and service guidelines, keep accurate documentation and follow up on requests.

Required profile

• German at B1 level or higher; good command of English.
• Excellent verbal communication and active listening.
• Customer-oriented, organized, able to handle several requests at once.
• Nice to have: previous customer service, call center or technical support experience, CRM and ERP familiarity, exposure to IT systems and data validation.

Required skills

• Basic computer skills and familiarity with Microsoft Office.
• Ability to follow structured processes and work in a team.

What we offer

• An opportunity to develop customer service and technical support skills.
• Exposure to business applications, support tools and structured service management.
• A collaborative environment with opportunities for professional growth.