Technical Service Representative

We are looking for a Technical Service Representative Level I to join our team!

If you are an efficient communicator with excellent knowledge of the English language, interested in working in a highly dynamic field service environment and technology is your thing, we might be the perfect match!

Main duties and responsibilities:

• Assume the management of any assigned work order anywhere within the workflow
• Skill-in to the ACD system for the duration of your shift
• Actively participate in managing inbound service calls from VFT partners provide Technical Support, workflow support, and bridging activities to 3rd party resolver groups (Typ. end-customer NOC or similar)
• Manage Handle Time within expected guidelines
• Manage ACW activity within company guidelines (Typ. 5 minutes or less)
• Provide clear, detailed written notes throughout the duration and at the end of a contact
• Utilize all Knowledge Articles and self-support content to stay within expected Handle Times
• Escalate contacts requiring escalation within company guidelines
• Manage all contacts within your assigned workflow (i.e., logouts may push to a logout queue, and NOC holds may move to a secondary desk)
• Maintain urgency related to the inbound Queue at all times
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What we expect from you:

• High school diploma
• A University degree in the relevant field (Business, Telecommunications, etc.) would be a plus
• Advanced knowledge of the English language
• 2-3 years prior Service Desk/Field Service Management experience
• Working knowledge of Structured Cabling/Low Voltage (CAT5 / CAT6) and Telco industry concepts is highly desired/preferred
• Strong workflow management capability – ability to conceptually understand the entire workflow; Intrinsic motivation to manage work orders in a timely manner under tight SLAs
• Ability to effectively communicate with Technicians related to any Technical or Workflow questions presented to you
• Ability to navigate various online queues and to efficiently work within the Service Management tools
• Ability to provide detailed written notes related to communications with Technicians
• Ability to quickly interpret the information stored in work order records for discussion with Technicians
• Adept with basic research methods; Ability to think analytically
• Proficient in the use of Microsoft Excel
• Ability to work independently as well as to collaborate with the managerial staff of various departments
• Must be results-oriented and demonstrate an appropriate sense of urgency as required to successfully deliver on required Department targets

What you will get from us:

• Work from home
• Opportunity to develop skills through paid training
• Work in a large, international team
• Private health insurance
• Benefit package available to all our employees (free day and gift books for a birthday, discounts with our partners from different industries...)

If you want to give yourself a try in the new role, apply with your CV in English and join us!

Only shortlisted candidates will be contacted. Good luck!