Service Desk Specialist

Join Market Logic: Innovate, Lead, Thrive
Market Logic is a dynamic and rapidly growing software company that excels at transforming data into actionable insights.

Our diverse teams of over
150
professionals, representing more than
39
nationalities, work together in a
hybrid workplace
.

United in a culture of
excellence, empowerment,
impact,
and
trust
, our teams are innovating a new generation of
AI tools
, that are transforming how companies build and share knowledge.

With over
10 years of experience
, we support over
100 clients worldwide
and have a user base of over
100,000
.

What sets us apart:

Innovation:
We are pioneers in AI-powered insights.

Expertise:
We are trusted by global industry leaders.

DeepSights AI:
Our DeepSights AI assistant empowers business users to intuitively uncover the latest insights and seamlessly integrate them into their go-to-market strategies.

How do we do things?
We believe that insights are the key to innovation. Our platform is powered by a diverse team of world-class engineers, salespeople, product managers, and marketers worldwide. We believe diversity of thought is essential for developing innovative insights that help our customers succeed.

We value diversity, transparency, and encourage internal mobility & career development opportunities. We are continuously working on creating a workplace where everyone feels welcomed, valued, and respected.

Join us to shape the future of AI-powered, insights-driven business.
About The Role
The Service Desk Specialist delivers end-user support to our clients by addressing questions, resolving issues, and escalating incidents when necessary. They also collaborate closely with internal teams across Services and other departments.

Responsibilities:

• Partner with users to resolve issues, questions, and tasks, delivering clear and empathetic communication.
• Investigate and diagnose problems, collaborating with internal teams (Managed Services, Customer Success, Quality, Product, Engineering) to find solutions and enhance the product experience.
• Apply business judgment to prioritize, escalate, and resolve incidents and requests in line with contractual requirements.
• Use knowledge bases and documentation to work autonomously while addressing any gaps in existing documentation.
• Ensure smooth information flow within the Service Desk team to share updates, learnings, and handovers.

Requirements:

• Strong problem-solving skills with the ability to investigate and resolve issues independently.
• Excellent written communication skills with a customer-centric, empathetic approach.
• Strong prioritization and escalation skills aligned with business needs.
• Self-motivated, adaptable, and able to work in a shift-based schedule.

Good to have:

• Proficiency with support tools (e.g., Confluence, Zendesk) and basic software troubleshooting/configuration.
• Proven experience in technical support or service desk environments.

This could inspire you

• Internal mobility: We are proud of our internal mobility program. You can grow your career with us, from diligently planning your development to applying internally for roles across the company
• Hybrid workstyle: We encourage a hybrid workstyle, which allows our international teams to stay flexible and work remotely
• Our offices:  We have offices in the multicultural centers of Berlin and Chicago, which serve as vibrant hubs where our people can connect and innovate
• Inclusive workforce: Join a diverse team of over 39 different cultures and backgrounds
• Stack of the latest technologies: Stay up to date with the latest trends and innovations
• Two additional paid days for volunteering: Give back to your community with two paid days off
• 30 days of annual paid vacation: Unwind and recharge with a generous vacation policy
• Monthly sponsored virtual lunch and Inbound Flight: We boost our hybrid work environment by connecting with colleagues from all over the world over lunch, and with the Inbound Flight we travel to different cultures, cherish uniqueness, and yet celebrate differences.

Imagine a workplace where you have the autonomy to work in a way that directly impacts the organization, shaping your career development, with a strong emphasis on transparency. That's what you'll find at Market Logic.

Enjoy the freedom to work remotely and align your work with your life.

Elevate your career and join us today