Help Desk Representative (German and English Language)

Location: Hybrid, Belgrade, Serbia

Company

hirify.global provides financial access and self-service technology solutions for financial institutions and retailers worldwide.

What you will do

• Manage the end-to-end incident lifecycle, including identification, logging, categorization, prioritization, diagnosis, escalation, resolution, and closure.
• Coordinate communication with users throughout incident resolution.
• Collaborate with Change Management, Problem Management, Service Asset and Configuration Management, and Service Level Management.
• Provide ATM-related data and software support for financial services customers.
• Create reports for clients and supervisors and contribute to service improvement activities.

Requirements

• Bachelor’s degree in a related field or equivalent experience.
• Minimum B2 proficiency in German and English.
• Proficiency with MS Office Suite.
• Customer service experience.
• Strong oral and written communication skills.
• Good understanding of telecommunications, networking, or IT solutions and products.
• Good coordination and organizational skills.

Nice to have

• Experience in ATM operations, bank operations, retail banking, or a similar financial services environment.
• Master’s degree.
• Relevant ITIL or service management certifications.

Culture & Benefits

• Private health insurance and life, accident, and disability insurance.
• Employee referral bonus program and baby bonus.
• Wellbeing resources and employee discounts with hirify.global partners.
• Opportunities for internal career development and advancement.
• Employment is conditional upon passing applicable screening criteria.

Hiring process

• Offers of employment are conditional upon passage of screening criteria applicable to the job.
• Applications submitted through third-party agencies are accepted only from agencies on the hirify.global preferred supplier list.