Service Desk Supervisor with German and English

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Employer: Conduent
Domain:
  • Customer Support - Client Service
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 20.12.2014
    Remote work: On-site
    Short company description

    Former Xerox Customer Care Services, as well as other former Xerox Services companies, will continue its activities as Conduent, Inc. The name Conduent is inspired by the new company’s expertise in connecting clients and their constituents through seamless transactions in areas such as customer care, transportation solutions, and healthcare payer and provider services.

    Conduent will continue to work as an extension of our clients’ business, enabling millions of interactions every day – such as processing toll payments or medical claims, disbursing public assistance funds or addressing a customer care concern. We will deliver these transactions at massive scale, anytime and anywhere, yet ensure each one is flawless, personalized and secure. As an independent company, we will carry forward the values and culture of innovation, diversity and integrity from Xerox along with our established expertise in transaction-intensive processes, analytics and automation to help improve the satisfaction and loyalty of your patients, commuters, consumers or employees.

    Requirements

    *Strong knowledge and experience of working in an ITIL-based environment using an IT Service Management system for tracking operational issues e.g. incidents, problems, changes
    *Demonstrates extensive experience ( min 3 yrs) of working in a high volume inbound customer-focused environment of Service Delivery and Support
    *Proven experience of delivering service in an IT operational environment
    *Fluent in business German and English language - written and verbal

    Responsibilities

    Key Responsibilities (% of Time):

    1. Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers. (35%)

    2. Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers. (20%)

    3. Provide data and reporting of KPI’s and trends to Management and others in ad-hoc, weekly, monthly and as needed. Will drive Ticket Deep Dive and Root Cause and develop strategies for improvement. Work to make Service Desk the single source of information and contact for end users. Monitor and manage phone, email and ticket queues (participating in escalated calls as needed). (20%)

    4. Oversee knowledge base and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organisation. Advise management on situations that may require additional client support or escalation. (10%)

    5. Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information. (10%).

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