About the project

• Monitors, analyzes and manages resolution of service delivery issues to ensure achievement of contracted service levels and post-processing of service requests. Serves as a single point of contact for customers in terms of issue resolution and escalations. Engages with internal service, product, sales and other teams to ensure an integrated and coordinated approach to issue analysis and resolution. Ticket Monitoring and Escalation Management.

Your responsibilities

• Ticket Monitoring and Escalation Management.
• Responsible for ensuring that the set KPIs are achieved.
• Proactive open call monitoring to ensure the fulfillment of contracted SLA agreements, taking remedial action where tickets may go ‘out of contract’ without further attention, updating call history on the call management system, proactively updating customers about potential issues, answering requests on ticket status, etc.
• Post processing of incorrect or incomplete debriefed calls, informing all involved parties about remedial actions to prevent those “failures” in the future. Support of creating customer specific quality reports and recognition of chargeable services based on detailed debriefing data and checked against customer contract.
• Manage escalations of open tickets from customer or internal delivery units with support of involved delivery units if necessary.
• Verify debriefing of calls and if necessary collect missing information.
• Observe process problems at all times. Contribute for optimization of processes.

Our requirements

• Ideally professional education in service or process oriented profession. In individual cases it is possible to assign the function to an employee, if the essential professional knowledge is acquired by work experience.
• Entry/Professional: Minimum 2 years experiences in service and process oriented environment.
• Good Understanding of the related customer processes and work environment.
• Good knowledge of and experience in using the relevant tools and procedures.
• Good English and German language skills (written and verbal).
• Experience in using MS Office products.
• Basic ITIL skills.
• Critical thinking and evaluation to manage open cases end to end with various stakeholders.
• Extended strength in communication, teamwork, processes and customer orientation, especially friendly and kind behavior on the phone.
• Strong service orientation and very good understanding of processes and their interdependencies.

Technologies we use

What we offer

• Contract of employment

• Trainings from the first day of work

• Insight and Knowledge of cutting-edge technologies

• Various options for personal development (career paths, internal recruitment, trainings, assisting ad hoc projects etc.)

• Possibility to use foreign languages on a daily basis

• Teamworking and supportive atmosphere

• Wide range of benefits:

• Life insurance,

• Private medical care,

• Multisport card,

• 26 days of holiday regardless seniority,

• Over 8000 industry recognised certified trainings,

• Employee referral programme etc.