Service Desk Agent

DELTATEL is a company specialized in providing services that enable operators, large companies and public institutions to offer voice, data and video communication solutions to end users.

In the last few years DELTATEL has also become an equipment supplier, becoming a partner of several companies such as Juniper, Cambridge BNL, Fusan, Syneto, etc thus moving to a new stage in its development, offering turn-key solutions which include equipment and services.

The goal of each project carried out by DELTATEL is to obtain the highest degree of satisfaction, both in terms of business needs and in terms of human interaction and collaboration between employees.

We are looking for a new colleague who have a passion for making things work and is willing to contribute with creative, out of the box solutions to problems arising in a dynamic environment.

• A passion for delivery of the highest quality customer and user experience
• Excellent oral and written communication skills.
• Ability to utilize In house tools and industry standard applications such as Microsoft Office for support, reporting and documentation.
• Ability to provide technical support over the phone, excellent telephone skills,
• professional demeanor, previous customer service experience. helpful attitude with a strong focus on building relationships with customers
• Ability to work as part of a team supporting colleagues to achieve overall team objectives and targets
• Problem solving skills, ability to visualize a problem and think how to solve it. Ability to think around problems and come up with creative solutions when needed
• Ability to handle constantly changing flow of traffic, remain productive always, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
• Ability to work with or without direct supervision.
• Experience of Customer Experience and Service Management
• Driven and focused, deliver a high level of performance in your own role
• Excellent attention to detail and set high standards for your own work
• Strong communication and collaboration skills, with an ability to work across teams
• Communication skills and experience in customer facing roles
• Experience of working in an ITIL environment and following Service Operations processes.

• Register incoming service requests for fulfillment, responding to calls & emails.
• Follow standard operating procedures; accurately log all tickets using the defined tracking software.
• Logging them according to services and contract commitments following quality processes towards the relevant support organization
• Fulfilling requests, oneself where clear methods and tools are in place and when service desk direct fulfillment isn’t possible ensuring the correct teams are engaged.
• Become familiar with each Customer and their respective services
• Monitor service request end to end, ensuring Service Level Agreement compliance and act according to the situation such as emergency request and SLA jeopardy, ensure all targets are met
• Detect and manage overflow at the first line support team when workload situations are required
• Escalate issues and involve experts wherever required, to resolve issues as quickly as possible
• Allocate emergency jobs according to priority and alert the most appropriate person or team person to expedite the resolution.
• Close the Service Requests after all relevant checks have been made. Ensure customer is updated and agrees with the outcome
• Escalate when necessary (process blockings, enhanced customer care requests, tools issues …)
• Continuously keep him/her-self updated with the latest processes and tools by following the regular on-the-job training provided
• Suggest ways to improve process or working methods to continuously improve the quality of the service offered

• Flexibility to work from home;
• Attractive salary package;
• Meal tickets;
• Private medical insurance business package;
• Reimbursement for full access to gyms/fitness centers across the country;
• Reimbursement for kindergarten and after school;
• Reimbursement for the parking spaces;
• Professional growth opportunities such as trainings, online courses, conferences;
• Christmas Bonus.