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Vodafone

Technical Support Specialist - 24/7

📁
Administration/Support
💼
Vodafone Shared Services Budapest

In Vodafone Shared Services Budapest, we maximize value with everything we do, from Operational Excellence to Next Generation Services.

We operate with 1.700 colleagues in Budapest, coming from 32 different nationalities, supporting 22 countries and 150+ Vodafone Enterprise Customers around the world.

Join our team as:
 
Senior Technical Support specialist - 24/7
(IoT products)
 
 

Vodafone Business is a Vodafone Group entity offering Vodafone products and services to multinational customers.

The team is responsible for driving the efficiency of the incident management and service request fulfilment process, achieving client satisfaction through the delivery of a quality and timely service; furthermore, the team makes recommendations for improvement of these processes. Facilitating communication and coordination, the team is able to manage internal and customer escalations regarding incidents across the Service Desk.

 
What you will do: 
  • Produce incident reports (internal/external), including Incident Management, Request Fulfilment process & procedures
  • Keep contact with internal partners and 3rd party providers, interact with the customer and keep them fully informed
  • Oversee service requests and manage escalated incidents for timely completion
  • Identify the potential problems in the system and make recommendations for process improvements
  • Contribute to the knowledge base, implement and maintain a knowledge management system, and support and train new-joiners
  • Solve more complex problems or escalating them
  • Lead escalated incidents and service requests upon resolution
  • Answer support calls and logs tickets, assigns priority owner and timescales
 
This position is for you if you have: 
  • Fluent English knowledge and at least elementary level of German knowledge is a huge advantage
  • Interest in cutting edge technologies and Internet of Things area is a huge advantage
  • Experience in support/ helpdesk/ customer service and experience of customer/ vendor relationship management is a must
  • Intermediate level of Excel knowledge and experience in reporting
  • NPLS Networking knowledge and CCNA is a plus
  • Excellent communication skills are inevitable and experience in major incident communication is a must
  • Excellent communication skills (experience in communicating major incidents), strong customer focus and Problem solving skills
  • Transition and onboarding activities experience is a must
     
Why should you join us: 
  • We provide corporate assets as laptop and mobile phone with Vodafone RED subscription – unlimited talk and text
  • Unravel your continuous process improvement mindset – new ideas are always listened to
  • Internal coaching/mentoring culture
  • Support of career aspirations and personal development
  • Possibility to work from home


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