Place: Chorzów (PL), Praha (CZ)
Responsibilities:
- Responding to service requests, which can include:
- Incidents impacting normal production operation
- Validation of proposed changes
- Requests for training
- Queries on product functionality/operations
- Accurately and promptly entering Service Requests & Incident details into the Service Desk System
- Investigating the cause and resolution of incidents
- Establishing appropriate operational workarounds to return clients to production status
- Providing appropriate progress updates to clients in line with our contracted Service Level Agreements and specific commitments made with clients
- Escalating incidents technically and to management as required, prior to SLA’s being breached
- Adherence to all published applicable company policies and procedures
- Completion of all published applicable company technical training material
- Participation in the Support shift rota, which will include some evening and weekend work
- Traveling to client locations, nationally and internationally, as needed, during the course of provision of technical support, is also a requirement.
Requirements:
- Technical working understanding of PC & server hardware architecture and Linux/Windows OS functionality to an administration level
- A working knowledge of MySQL database structure and queries
- Solid and well developed customer care skills
- Technical working knowledge of one or more Enterprise Workforce Management software packages
- An awareness of telecommunications and networking architecture
- An awareness of Call Centre operations
- Excellent verbal and written communication skills (English)
Our offer:
- Attractive salary
- Continuous professional development
- Possibility to work with the latest technologies
- Stable work among professionals
- Good atmosphere at work
- Extra benefits