Trizma is a trusted Business Process Services (BPS) provider for some of the leading global companies, in industries such as financial services, IT, health care, and aero-space industry. Founded in 2002, our 3 growth pillars are: service innovation, customer excellence and a consultative approach to process efficiency. We respect and we grow our human capital. We offer our own ecosystem a strong foundation which represents an international working environment with its own dynamic. We are consistent in growing a quality professional environment which recognizes the importance of each action. |
ACCOUNT SUPPORT ANALYST- GERMAN LANGUAGE
Position Summary and Key Areas of Responsibility:
- Position responsible for ensuring contractual obligations with customers are met on a workorder and systems basis; Coordinates activities associated with product/service resolution issues
- Required to have maintain working relationships with all WCS operations-focused groups, including but not limited to: Field Support Centers, Field Operations Management (primarily TMs), the Worldwide Service Logistics organization, the Billing Operations Center and Customer Advocates, 3rd party contractors, Depot Repair centers, and Customer Care Centers
- Must have a thorough understanding of WCS systems, operations and policies, and customer contract specifics that are used to resolve customer problems; Works with many implementation roles such as Project Managers and Implementation Managers/Coordinators as implements solutions; Required to coordinate WCS internal projects for the customer
- Assist AS 3-4s, TMs, and/or ESMs in the following areas: Service Delivery and Service Fidelity, Evaluate ongoing effectiveness of Parts Plan with the Logistics Analyst & provide updates
- Communicate specific SLA (service level agreement) requirements to international locations; Actively assist in SLA commitments including running the SLA monitoring tool daily; Analyze account-specific subcontractor performance and match to SLA requirements for compliance
- Provide information to the Logistics Analyst for account-specific Parts Plans; Update the Account Support Plan as required
- Assist with determining Out-of-Scope services rendered to the customer; Attend vendor and customer meetings when required
- Participate in installation planning sessions
- Provide input to the Customer Specific Service Aid Mini Manual (SAMM)
- Ensure that the customer uses the proper primary escalation contacts within WCS
- Isolates problems and creates resolution plans; Logs problem resolution/maintains databases
- Supports the resolution of known software problems to be fixed in later releases
- Prepares standard reports to ensure SLA is represented accurately
- Perform analysis on all penalties for all service delivery contracts subject to penalties
- Run Standard and ad hoc Reports; Gather information for the Critical Care Process when needed; Ensure customer data integrity in D1 for service delivery, billing and customer reporting
- Work with customer help desks on specialized SLA management activities, when normal processes are failing; Maintain customer relations and observe customer process change
- Assist with accounts receivable management; Run queries for margin improvement/incident reduction us
- Fast-paced, team environment working with internal networks and the external customer; Daily job responsibilities may change based on customer need; Maintain and update knowledge/skills through training and development opportunities
- Possible travel required based on account requirements
Candidate profile and qualifications:
- Knowledge of German language
- Technical/Vocational Certification
- 0-1 years of related experience
- Administrative, analytical, and/or technical experience, preferably within WCS
- Demonstrated proficiencies with Microsoft Office Suite software
- Not convicted or in a process of conviction
Preferred qualification:
- Bachelor’s Degree preferred
Trizma is offering:
- Long term employment opportunity for best performing candidates
- Performing services for a multinational company
- Dynamic and responsible position
- Chance for a professional and personal development
- Advancement opportunity
- Paid training
Deadline for applications: until fulfilled
Pozdrav od Mplus Serbia tima! Mplus grupa oformljena je od strane evropskih lidera u okviru Business Proces Outsourcing (BPO) industrije. Samim tim, dugogodišnje lokalno poznata Trizma se priključila istoj. Naša mreža okupila je preko poznavaoce preko 30 jezika i saradnike u preko 56 zemalja. Negujemo radnu atmosfteru gde svako može da pokaže ideje i razvija se u smeru svoje vizije. Verujemo u vrednost raznolikosti, kao i učenje kroz deljenje iskustava. Ukoliko govorite i jezike kao što su: engleski, ... Saznajte više
Iskustva zaposlenih
"Trenutno sam na poziciji kontakt centar menažera, a počela od korisničke podrške pre malo više od 10 godina.
Mplus mi je kroz godine dao prostora za razvoj karijere, to je ono što motiviše mene i ... " Pročitajte celo iskustvo
Beneficije
- OBUKE, KONFERENCIJE
- EDUKACIJA, PROFESIONALNI RAZVOJ
- ZABAVNI SADRŽAJ
- KOMPANIJSKI POPUSTI
- PORODICA I RODITELJSTVO
- NAGRADE, BONUSI, POKLONI
- TIMSKA DRUŽENJA
- ZDRAVLJE