Service Desk Engineer

Our client is a rapidly growing cloud software platform company with a mission to connect every person and everything. Customers use the company to energize their growth and profitability through our Global Software Defined Cloud and turnkey solutions, which feature relevant content, applications, and connectivity worldwide. Technologies integrated into our cloud platform include the following: HPE, IBM, Ribbon Communications (Sonus+GenBand), NetNumber, Oracle, Microsoft, and other world class technology providers. All relevant customer-acquired value is derived from the company's leading Global Software Defined Cloud, which delivers award-winning mobile enablement, regardless of the user's location or network. By harnessing the value of communications, the company serves retail, enterprise, and IoT customers.

The company currently has offices in New York, Sao Paulo, Madrid, Barcelona, Indonesia, Bahrain, Belgium, Germany, Singapore, and the Netherlands.

This is a fantastic opportunity to join this Technology Leader and help to build and structure a worldwide team of professionals.

responsibilities

If you are passionate about what you do, if you love being a key contributor in your team and company, if you always strive to bring your best and you want to become an expert in your area, this offer is what you have been looking for.

You will work as part of a close-knit team of professionals supporting B2B customers. You will provide information to existing customers and give effective and efficient first level technical support, given by phone and online; incidents are inbound through a trouble ticket system. Furthermore, you take care of timely escalation of problems requiring further technical attention, daily reporting of new issues and monitoring of the platform.

• Answering inbound calls/emails and assisting customers who have particular inquiries or questions, translate and make a preliminary analysis of incidents, escalate and manage incidents with our technical team when needed.


• Foster high rapport between the company and the corporate client; provide high-standard professional customer service, establish continuing rapport with corporate clients with regular contacts to proactively check they are getting the standards in the service level agreement


• Updating the existing database with any modifications or changes and the present status of the customer


• Providing feedback regularly on the effectiveness and soundness of policies and procedures of the customer service department.


• Look for hardware, software, and environmental alerts or malfunctions and when an issue is identified, work to determine the cause of the problem, report and follow the escalation process coordinating with the 2nd level support.

what we offer

This is a fantastic opportunity to join this Technology Leader and help to build and structure a worldwide team of professionals. Our client is a fast growing, dynamic company with a recognized brand, offering a challenging role, with lots of opportunities and competitive terms of employment.

They offer a fair market salary level and benefits according to your experience and background and your experience, same as they will give you the opportunity to reach your full potential and be rewarded for your achievements.

They consider remote working as an important part of their offering though for this offer commitment to the location is important.

You’ll be part of a culture where ideas are valued, and initiative encouraged.

Compulsory skills

• Demonstrable affinity with high tech products


• Studies minimum at bachelor level


• Quick learning ability to have a firm grasp of the telecommunications technologies. You will get a short and intensive training; hence a fast-learner profile is highly appreciated.


• Proactivity and dynamism


• You have excellent communication skills (written and verbal)


• talent to establish good relationships with customers (meaning excellent interpersonal, negotiation and diplomatic skills and the patience and perseverance to work with demanding customers).


• Advanced user of Office package (Word, Excel, PowerPoint)


• Advanced user of Internet and email applications.


• User-level of Windows 8, 10


• Self-organised and a pro-active attitude


• Willingness to work ON-call shifts (including nights, weekend, public holidays).


• Eventually, but not likely, 24x7 shifts.

Valuable Skills:

• Previous inbound technical customer support experience, especially in B2B environments.


• You own a high level of English (both written and spoken level).


• Experience in a similar fast-moving / fast growing international company


• Previous Telco (helpdesk) experience


• Advance knowledge of CRM- and billing systems