IT Service Support Representative
Kraków IT Service Support Representative
Kraków
NR REF.: 1092686
Job Purpose Statement:
Supports management in achieving demanding technical and service goals for either internal or external customers across EMEA. Focuses on providing the highest standards of customer care whilst analysing and resolving different types of routine IT service related issues/requirements/ improvements. These often cause disruption to the end-user and can have a significant impact on FedEx or the Customer’s business. Works on more complex requirements with appropriate guidance.
Key Accountabilities:
Customer Care - Supports C.E by developing and maintaining effective working relationships with each customer. Takes ownership of their request and provides a consistently high standard of customer care. Adapts behaviour/communication to take account of the customer’s technical knowledge, urgency and importance of their issue or question, cultural or individual requirements. Keeps the Customer informed on the status of progress.
Technology/problem analysis - Uses established tools & resources (product documentation, peers, suppliers etc) & structured reasoning/technical knowledge to perform an appropriate level of analysis of all types of issues related to related to technology requirements or products (eg hardware, software, standard CT solutions). With an appropriate level of guidance analyses more complex or non-routine issues.
Prioritisation of requests - Based on the impact of each problem analysed, determines the priority (FedEx or Customer business) and makes a realistic commitment on when the resolution can be achieved. Escalates issues that are technically not resolvable within the group. For new or non-standard issues, checks with a more experienced peer or CT/IT manager, before advising sales/functional groups of serious issues that impacts either FedEx or a Customer business.
Provision of solutions - Develops and implements workable solutions (cost effective, supportable, compatibility etc) for each problem scenario. Solutions need to takes account of each customer’s specific IT environment. For certain issues, this could involve implementing an interim solution and co-ordinating actions within other groups who would provide the permanent solution. Uses established methods to evaluate and test the solution.
Service level management - Supports the achievement of optimum service levels by monitoring assigned areas (systems, applications, environment etc) to identify factors that can potentially impact service. Takes appropriate actions to ensure the situation is addressed, escalating potential issues.
Customer support - Provides pro-active customer support. Contacts specific profiles of customer to either provide information, trouble shoot, update applications or offer support.
Advises the Customer, or FedEx personnel, on routine aspects of CT products/technology. For complex/high impact queries relating to CT/IT solutions. Either researches to obtain the information or escalates to the appropriate area.
IT knowledge & training support - Uses established methods, materials and learning opportunities to develop and maintain skills and knowledge related to the provision of IT support resolution (technical, process, soft skill) for diverse issues and requirements.
Actively promotes the benefits of using approved tools and processes and supports less experienced peers in working with them.
Vendor co-ordination - Contacts approved vendors to provide an accurate and complete summary of a specific issue or service requirement. Uses established tools to log and monitor the progress of each issue through to successful resolution. Follows up with the vendor when needed to ensure service levels are attained, keeping the customer updated on any delays, checking the solution was successfully implemented.
For all exception situations escalates vendor performance issues to the Snr/TL/Mgr as appropriate.
Process improvement - Ongoing identifies and recommends specific ways to improve core departmental processes, procedures, tools etc. May leads/support the development of approved ideas. Contributes to cross-functional service improvement initiatives related to standard CT products by providing specific expertise and information related to customer requirements and service issues.
Support functions - Performs all related support functions and contingency cover in accordance with defined standards. Includes enabling effective tracking and management of incidents/requirements by making timely, accurate and concise updates in relevant systems/reports.
Requirements:
- excellent English skills
- knowledge of at least 2 other European languages such as: Dutch, German, Italian, French, Spanish
- previous experience in IT or Customer Service would be an asset
- good computer litearcy
Kraków
NR REF.: 1092686
Job Purpose Statement:
Supports management in achieving demanding technical and service goals for either internal or external customers across EMEA. Focuses on providing the highest standards of customer care whilst analysing and resolving different types of routine IT service related issues/requirements/ improvements. These often cause disruption to the end-user and can have a significant impact on FedEx or the Customer’s business. Works on more complex requirements with appropriate guidance.
Key Accountabilities:
Customer Care - Supports C.E by developing and maintaining effective working relationships with each customer. Takes ownership of their request and provides a consistently high standard of customer care. Adapts behaviour/communication to take account of the customer’s technical knowledge, urgency and importance of their issue or question, cultural or individual requirements. Keeps the Customer informed on the status of progress.
Technology/problem analysis - Uses established tools & resources (product documentation, peers, suppliers etc) & structured reasoning/technical knowledge to perform an appropriate level of analysis of all types of issues related to related to technology requirements or products (eg hardware, software, standard CT solutions). With an appropriate level of guidance analyses more complex or non-routine issues.
Prioritisation of requests - Based on the impact of each problem analysed, determines the priority (FedEx or Customer business) and makes a realistic commitment on when the resolution can be achieved. Escalates issues that are technically not resolvable within the group. For new or non-standard issues, checks with a more experienced peer or CT/IT manager, before advising sales/functional groups of serious issues that impacts either FedEx or a Customer business.
Provision of solutions - Develops and implements workable solutions (cost effective, supportable, compatibility etc) for each problem scenario. Solutions need to takes account of each customer’s specific IT environment. For certain issues, this could involve implementing an interim solution and co-ordinating actions within other groups who would provide the permanent solution. Uses established methods to evaluate and test the solution.
Service level management - Supports the achievement of optimum service levels by monitoring assigned areas (systems, applications, environment etc) to identify factors that can potentially impact service. Takes appropriate actions to ensure the situation is addressed, escalating potential issues.
Customer support - Provides pro-active customer support. Contacts specific profiles of customer to either provide information, trouble shoot, update applications or offer support.
Advises the Customer, or FedEx personnel, on routine aspects of CT products/technology. For complex/high impact queries relating to CT/IT solutions. Either researches to obtain the information or escalates to the appropriate area.
IT knowledge & training support - Uses established methods, materials and learning opportunities to develop and maintain skills and knowledge related to the provision of IT support resolution (technical, process, soft skill) for diverse issues and requirements.
Actively promotes the benefits of using approved tools and processes and supports less experienced peers in working with them.
Vendor co-ordination - Contacts approved vendors to provide an accurate and complete summary of a specific issue or service requirement. Uses established tools to log and monitor the progress of each issue through to successful resolution. Follows up with the vendor when needed to ensure service levels are attained, keeping the customer updated on any delays, checking the solution was successfully implemented.
For all exception situations escalates vendor performance issues to the Snr/TL/Mgr as appropriate.
Process improvement - Ongoing identifies and recommends specific ways to improve core departmental processes, procedures, tools etc. May leads/support the development of approved ideas. Contributes to cross-functional service improvement initiatives related to standard CT products by providing specific expertise and information related to customer requirements and service issues.
Support functions - Performs all related support functions and contingency cover in accordance with defined standards. Includes enabling effective tracking and management of incidents/requirements by making timely, accurate and concise updates in relevant systems/reports.
Requirements:
- excellent English skills
- knowledge of at least 2 other European languages such as: Dutch, German, Italian, French, Spanish
- previous experience in IT or Customer Service would be an asset
- good computer litearcy
Prosimy o aplikowanie poprzez przycisk znajdujący się po prawej stronie ogłoszenia.
