Project Officer

The Berg Computers story began in 1991 when the company opened its doors. Established as a Romanian-German partnership, we are a software services company with a strong background in implementing complex projects for global clients and our Berg Software brand naturally comes to meet our reputation in the software industry.

Our headquarters is located outside the city, which means that we can completely disconnect from the frantic pulse of the city and work in a relaxed and stress-free environment. We love our tranquil coffee breaks, especially when they happen in our green back yard.

We are all different, but we work together wonderfully, because our common goal is to deliver first-rate software solutions. We love what we do and we’re always up for a new challenge. That last bit actually also means that we pretty much never say no to a good opportunity to have fun: think Snack Fridays, birthday cakes, team buildings, summer parties and more.

We are positive you will be able to do a great job on this position if you have:
• Fluency in English (mandatory); other language skills would be a plus;
• Excellent communication skills and sensitivity to others needs;
• Proficiency using Microsoft Office applications such as Word, Excel, email and the internet;
• 2 years relevant experience in managing projects or offering support for projects (would be a plus);
• Strong ability to manage multiple tasks, organize priorities and meet deadlines;
• Detailed attention to quality of deliverables;
• Strong attention to detail, by being thorough and responsible;
• Excellent process skills, analyze and standardize workflows;
• Ability to work both independently and as part of a team;
• Strong documentation skills;
• Lots of initiative, a collaborative and results-driven approach;
• Good working under tight deadlines and stressful environment

• The Project Support Officer will assume the following tasks:
• Responsible for the successful monitoring of the project and also maintenance of the project progress;
• Receiving specific requests from client, analyzing the specifications and assigning them to the appropriate team;
• Monitoring project and ensuring effective implementation of activities, adherence to time-line, achievement of outcomes;
• Working with project specific tools (Maximo TSRM, Global Virtual Desktop, KANA, Avaya, etc.);
• Administrating Avaya Telephone IDs: assigning language skills, scheduling skill changes, monitoring incoming calls and taking real time corrective actions;
• Escalating specific issues and documenting with the missing information;
• Communicating and closely working with the customer to solve the issues that may occur during the roll-up;
• Request accounts for the new comers and perform a monthly update of credentials;
• Ensure that the team addresses all relevant issues within the specifications and various standards;
• Ensure deliverables are prepared to satisfy the project requirements and schedule;
• Organize the team to meet the target dates and take appropriate actions to meet the customer expectations;
• Running meetings with the team and with the customer to discuss issues, plan the next steps or provide status of the project;
• Prepare and edit tracking reports, monthly reports and briefing materials;
• Prepare and distribute meeting minutes and action items to support follow-up action;
• Build and maintain a good working relationship with the team ensuring that contractual outcomes and client satisfaction are met;
• Maintaining a focus on the quality of the work inside of the project, given the workload fluctuations.

• The PO work will consist mainly of the following:
• E-mail and ticket routing;
• Monitoring ticketing tool and assigning tickets to agents or other teams (number of tickets/agent, updates/ticket);
• Ticket and email routing or dispatching;
• Routing tickets left in different statuses to other agents, according to the shift plan;
• escalation handling;
• Provide an answer to an escalation email or escalate further to the responsible person or group;
• Mentoring new agents and agents who need procedural review;
• Install all programs/applications, requesting accounts, solve access issues, etc.;
• Proactively advise and recommend specific actions on critical situations or similar incidents;
• ensure the process is in line;
• Check tickets proactively in order to make sure that everything is done accordingly, quality wise;
• Maintain focus on the quality of the services provided by the team;
• Perform monthly evaluations, analyze the strengths and weaknesses of the team's performances;
• Monitoring adherence to the time schedule;
• Keeping the process conformity SLA by continuously keeping track of the process changes;
• Quality checkup by monitoring the SLAs, follow up with the agents, in order to overcome major issues.
• Inform the team members about tasks assigned and follow up for accomplishing the SLA;
• Follow up with the team;
• Communicate with the agents and TTLs through constant feedback;
• Joining weekly meetings with the team and operation meetings;
• Perform weekly checks for security violations in order to ensure the IBM's security compliance;
• Perform periodically reporting of metrics and team results;
• Monitoring Avaya CMS telephony tool in order to ensure availability for all language skills;
• Prepare and update internal documents or working procedures