от компании (организации): ООО Эффортель Биллинг в городе (населённом пункте): Москва, Россия
в отрасли экономики "Бухгалтерия, управленческий учет, финансы" → "Первичная документация"
с заработной платой: до 150000 руб.
Вакансия № 28738046 добавлена в базу данных сайта Работа в Москве и Московской области (МО, Подмосковье): Суббота, 9 ноября 2024 года.
Дата обновления вакансии № 28738046 на сайте Работа в Москве и Московской области (МО, Подмосковье): Среда, 13 ноября 2024 года.
Обращаем Ваше внимание, что на момент обращения к работодателю вакансия № 28738046 может быть уже занята. Администрация сайта Работа в Москве и Московской области (МО, Подмосковье) приносит извинения за доставленные неудобства.
Требования к опыту работы:
1–3 года
Тип занятости:
полная занятость
График работы:
полный день
Дополнительные сведения о вакансии: Специалист технической поддержки/ Cпециалист Service Desk (L1)
Who are we?
Effortel Technologies SA (Network Management Innovations) is a leading Mobile Virtual
Network Enabler based in Brussels, Belgium, with R&D facilities in Sofia, Plovdiv, and Belgrade, currently employing more than 100 IT professionals.
We enjoy a steady growth in scope and operations by providing our own products and services across Europe, the Middle East and Africa to Mobile Virtual Network Operators. Our platform provides complete product flexibility in terms of standard and value-added mobile services like Voice, SMS, mobile data, order management, billing, and many more.
The role:
Our Service Desk team owns the incident management process, fast track requests process
and contributes to the problem and change management processes at the company. The SD
Specialist acts as the face of the company and is the single point of contact to MVNO
partners in incoming and outgoing B2B communication.
Primary responsibilities include:
- Monitors the adherence to the service level agreements (SLA), related to incident management and service fulfillment, and takes corrective measures if needed
- Owns inquiries from their start (recording, status reports) to finish (close-out, monitoring client satisfaction)
- Coordinates with second level support and third-party support units
- Reports on SLA and progress and produces incident reports for clients
- Manages planned operations, and the coordination/notification of planned maintenance towards MVNOs for both "Evolutive Maintenance“ and "Scheduled Maintenance"
- Facilitates change management processes, manages business chat user accounts for customers
- Provides information towards the continuous service improvement process
- Provides Tier 1 Support Service including screening and analysis of reported issues.
L1 responsibilities
1. Verification of client assigned tickets categories, priorities and completeness of information provided
2. Execute first analysis of assigned complains and provide solution or work around if applicable
3. If solution is not available on L1 level to gather as much information as possible to escalate an issue to L2 ( logs, traces, DB extractions etc )
4. Being able to debug an issue using tools provided to provide additional information for L2 or properly communicate behavior to end cleint
5. Have a communication with clients in case additional information required or client communication is required to reproduce an issue
6. Act based on the provided escalation matrix if required
7. Categorize and group assigned complaints if required
Samples of complaints:
1. Subscriber unable to establish MO call due to lack of balance, lack of network coverage, improper subscriber status in mobile network etc.
2. Subscriber unable to use data service, due lack of balance, counter exhausted, incorrect speed configuration in mobile network etc
3. Subscriber SIM Card lost
4. Subscriber has improper status
5. Subscriber or group of subscriber cannot be activated/suspended etc
Key requirements for the role:
- Great communication and organization skills at B2B level
- Excellent track record on a similar role
- Experience with Jira, SQL, Linux
- Ability to multitask different tasks and keep high B2B communication level on a few communication channels
- English language B2
- Full command of the Russian language
- Telecom experience as a plus
Personal skills and qualities:
- A responsible, detail-oriented person, able to prioritize and multi-task workload
- A motivated team-player interested in knowledge-sharing and growing as a technical professional
Comditions:
- 5/2 10-19, Hybrid, we would like to see you once per week in Moscow office
- High salary
- Insurance
Interested in moving forward with your technical career and expertise? Send us your CV and
let’s talk about our future.
All candidates and provided personal information will be treated with strict confidentiality.
Откликнуться на эту вакансию: Специалист технической поддержки/ Cпециалист Service Desk (L1)
Предыдущая вакансия:
Вакансия № 28738045 на должность Электромонтажник / Электрик от компании ООО ПСК Стройтеплосервис в городе (населенном пункте) Москва