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Partnerünk a Jooble.

2019.07.10. 09:02:31 - Sales / Marketing - Budapest

Slovakian speaking IT coordinator

Our Partner creates innovative imaging solutions and technologies that help customers worldwide to manage information with ease, efficiency and unmatched value. The company is combining innovative technologies with deep industry expertise. Currently we are looking for a Coordinator who acts as the first and second level of contact for the customers when placing requests for service delivery. Based in Budapest you will be part of a team providing this IT related service.

 

Responsibilities:

The Role:

  • Receiving requests (Incident Management) for service from Managed Service customer Help Desks via their internal call management system / email / phone
  • Provide 1st and 2nd line support, with the aim of effecting high percentage of remote fixes – including printer testing, technical escalation
  • Logging & tracking of incidents in both the customer’s (if available) and call management systems
  • If requested, manage all orders placed by the customer (Supply/Hardware Order Management) – including Supply Portal + Return procedures
  • Accurate logging of calls/requests with both concise and clear instructions to enable the Service Partner and/or Technicians to effect a high percentage of first time fixes
  • Manage and monitor customer’s SLA to ensure service delivery is provided in line with contractual agreements – follow up Service Partner or Technician visits at MPS customer premises
  • Track and manage delivery of consumables alerts and MADC (Move, Add, Deinstall, Change) / IMAC (Install, Move Add or Change) requests (IMAC Management)
  • Act as the central point for queries and complaints for both MPS customers and/or Service Partners, Technicians and Business Management (Customer Operations Manager, Business Operations Manager, etc.)
  • Ensure accurate records are maintained of service call details
  • If requested, act as the first level of Payment Validation checkpoint for our Service Partners
  • Claim management in the System for Indirect partners

Key Responsibilities:

  • End to end management of requests for service delivery
  • Prioritizing tasks to ensure Service Levels are achieved or exceeded
  • Allocation of service requests to service delivery partner and/or Technicians
  • Contribute to the continuous development of departmental processes to ensure that they have a positive effect on both the effectiveness and efficiency of the Enhanced Service Operation (including System changes/updates)
  • Responsibility for both escalation and opportunity accounts where additional action is required to provide lasting solutions
  • Report all requested details to the relevant Country Service Delivery Manager/Customer Operations Manager /PMC Team Leader upon request

EDUCATION & EXPERIENCE

  • Finished higher education and degree in IT or the dedicated language
  • Recognized technical qualification/s
  • Demonstrable experience of manufacturer’s technology training

Experience:

  • Experience in Technical Support activity of 2+years
  • Customer Service experience in excess of 1+ years
  • Experience, ideally in a break & fix environment
  • A sound understanding of Networks and IT infrastructures
  • Ideally, demonstrable experience of dealing with escalated customer situations

SKILLS & ATTRIBUTES

  • Ability to communicate both verbally and in written format with colleagues and customers
  • Empathy
  • Self motivated individual with the ability to use initiative in taking full ownership of problematic situations supported by documented action plans
  • Calm and logical approach to any situation
  • Conversant with MS Office Applications
  • Language skills: Near-native Slovakian and fluency in English. Additional foreign language is an advantage
  • Attributes:
  • High level of integrity
  • Enthusiastic, self-motivated
  • Ability to work within a team
  • Customer oriented
  • Capable of delivering results under pressure to ensure achievement against target
  • Flexibility approach to role and customer requirements, incl. occasional on-call duty on critical extended hours in business critical times, as specified by the customer.
  • A sound understanding of the changing environment in which the business operates