As Operations Technical Support I you will act as the face of the Service Desk and Lumen by having direct contact and interaction with our customers primarily via email and phone. Our Service Desks in Poznan are the single point of contact 24×7 365 days a year to our customers.
Our knowledge bases as well as procedures and processes are helping you to ask the right questions and find help to troubleshoot the issue. If you open the case, you keep ownership of it till its closed but no worries, it’s a team effort, a lot of situations require interactions with your direct team members here in Poznan or with our extended global support operations to find a solution.
Main tasks:
- First point of contact for our clients, via multiple communications methods, per established customer service and quality guidelines
- Troubleshoot / fix issues on first contact if possible.
- Troubleshoot, collection information and escalate to Tier 2 &3 support if not able to fix the issue right away.
- Provide and obtain timely updates to/from relevant parties (internal and external), ensure all issues are chased throughout the incident life cycle, manage the resolution of issues and keep clients informed unless otherwise specified by specific client.
- Keep ownership of tickets till resolution.
- Follow Outage procedures and Support processes as required and keep Customers and Management up to date at all times
- Challenges the status quo and seek constant service improvements.
- Using all available resources (including but not limited to: training, knowledgebase, intuition, and escalation resources), resolve or escalate customer incidents per established guidelines, processes, and service level agreements. i.e. Provide quality solutions in a timely manner.
- Ensure ticket documentation is accurate and thorough.
- Identify recurring incidents and trends and escalate appropriately.
Requirements:
- Excellent verbal, written and analytical skills in English and Spanish and/or French
- Desire to WOW the customer
- Knowledge or understanding of IT infrastructure
Benefits:
- 100% remote work
- No experience required
- Contract of employment
- Polish & English lessons
- Medicover
- Multikafeteria / Multisport
- Lunchpass Card
