Back Office- Service Desk for Proactive Solutions

Our purpose at Goodyear is to build trust and to create an environment where associates are inspired by work. We believe in our people and we embrace change in order to engage and enable associates to realize their full potential.

If you want to be part of a great team, based in Bucharest, to work in a fast paced, world class organization, then you are in the right place because we have the perfect job for you!
You can count on our flexible working hours and work from home benefits.

Just apply and let’s meet to discuss more about what we could offer you more and about your career opportunities!


Goodyear is one of the world's largest tire companies. It employs about 72,000 people and manufactures its products in 55 facilities in 23 countries around the world. Its two Innovation Centers in Akron, Ohio, and Colmar-Berg, Luxembourg, strive to develop state-of-the-art products and services that set the technology and performance standard for the industry.

In Romania, Goodyear Dunlop has been present since 1999 and it is represented by two different legal entities, Goodyear Dunlop Tires (Sales Office) and Goodyear Operations.

Goodyear Operations Romania is the Global Business Services Center of Goodyear Dunlop EMEA. The GBS Center in Bucharest started back in July 2011. The core mission of the Center has always been to provide internal customer satisfaction with the shared responsibility of delivery - Driving performance as ONE TEAM.

Our Service Desk Agent needs to have:

Experience
- Preferably 1-3 years' experience in customer support services including experience of systems, support, diagnostic and resolution
Knowledge & Skills
- Excellent problem-solving skills and analytical capabilities
- Proactive and customer-focused
- Accurate and structured
- Strong communication & presentation skills
- Willingness to develop knowledge and disseminate
- Ability to work autonomously and as part of a team
- Language: Fluent in English.

Service Desk Agent will:

- Ensure customer satisfaction and provide solutions: Receive, log, categorize, prioritize, diagnose and resolve customer issues / requests via email, phone or other defined communication channels, (first and second level support)
- Follow standard Service Desk operating procedures and accurately log all Service Desk tickets using the defined tracking software. Document resolutions / workarounds in documentation database.
- Redirect issues / requests that cannot be resolved by the customer support team to the appropriate resolver groups.
- Follow-up with resolver groups to ensure resolution within service level agreements.
- Proactively monitor availability, performance and health of services and escalate/follow-up issues until resolution.