- Type of employment: b/d
- Offer ID: BG1887MRB
- Category: Customer Support
- Place: Sofia, Bulgaria
- Minimal level of education:: b/d
- Minimal experience: Less than 2 years
VACANCY DESCRIPTIONDatacenter Care Operational Support Service (OSS) is a new service providing more value to the 2100+ Datacenter Care and Flexible Capacity customers globally. DC-OSS delivers 24x7 remote infrastructure services through IT Operation Center, following ITIL governance model.
DUTIES•Deliver 24/7 strategic account support by proactively monitoring of customer IT Environment.
•Timely respond to customers inquiries, provide resolution following SOPs (Standard Operation Procedures) working closely with end customers and senior Engineering staff within the team or other departments
•Manages customer expectations
•Keeps customers informed, sets and follows commitments, keeps precise case documentation and case ownership
•Coordinate support activities
•Identify and contribute to projects to improve product support, customer satisfaction and team efficiency;
•Be aware of, and contribute to the improvement of team performance
•Communicate effectively with Technical and Non-Technical stakeholders
Participate/Drive ITIL based change management, Problem management, incident management
REQUIREMENTSExcellent written and verbal English and German language
•Analytical skills, ability to isolate and solve problems and to follow predefined process, interact with people (customer and internal stakeholders) at all levels, across all geographic regions.
•Demonstrate strong written and verbal communication skills
Other (if needed)/Benefits:
•Relevant experience in Customer Support
•Operating systems, server, storage & back-up or network support knowledge
•Information Technology Information Library (ITIL) knowledge
•Experience in IT Outsourcing and Managed Services