Unit Operations Manager

General Manager

Customer Service Representative

Customer Service Specialist

Customer Service Technical Specialist

Customer Care Representative

Field Service Technician

Technical Customer Support

M365 German Technical Support Engineer 

Job Summary: <ul><li>The Unit Operations Manager is responsible for the day-to-day operations of the unit, while also ensuring compliance standards and adhering to company policies and procedures.</li></ul> Responsibilities: <ul><li>Supports safety program for all employees and ensures compliance</li><li>Ensures labor controls are in place and effective</li><li>Ensures compliance with company policies and procedures, facilitates and monitors compliance audits, develops plans and actions to ensure company policies and procedures are utilized properly</li><li>Ensures compliance with company-developed safety best-practices through departmental audits and inspections</li><li>Supports the Total Quality Management effort, initiates problem solving efforts and assures implementation of solutions</li><li>Supports management on security and risk for the unit</li><li>Mentors and trains subordinates on company directives and policies</li><li>Works to build team-cohesion throughout the unit.</li></ul> Requirements: <ul><li>Bachelors degree in safety, business operations or related field preferred and or four years comparable work experience in operations manager role.&nbsp;</li><li>Minimum five years prior safety experience preferably in a multi-site organization.&nbsp;</li><li>Technical Skills: (Certification, Licenses and Registration)&nbsp;</li><li>Must have strong computer skills using Microsoft Office products including Excel&nbsp;</li><li>Must have the ability to work in a fast paced, deadline driven environment&nbsp;</li><li>Must have strong and effective leadership skills and the ability to successfully manage a large staff&nbsp;</li><li>Current or previous labor relations experience&nbsp;</li><li>Strong organizational, analytical and leadership skills required&nbsp;</li><li>Must be innovative in making changes to the operation as needed to further improve the work environment and unit performance&nbsp;</li><li>Previous experience in a high volume food manufacturing environment&nbsp;</li><li>Knowledgeable of HACCP&nbsp;</li><li>Working knowledge of OSHA, DOT, and EPA laws desirable&nbsp;</li><li>Previous exposure/experience in LEAN manufacturing/supply chain a plus.&nbsp;</li><li>Language / Communication Skills:&nbsp;</li><li>Excellent oral and written communication skills&nbsp;</li></ul>

Responsibilities: <ul><li>Leads and manages exempt staff of all Departments in the Airline Catering unit. This includes but not limited to: Food production, Transportation, Equipment Processing, Storeroom Department, Dish-room/Porters, Quality Assurance, and related departments to ensure production standards and customer service requirements are met.</li><li>Ensures Customer requirements/specifications and service requirements are complied with on all airline accounts. </li><li>This includes production processing, on-time performance, equipment inventory, and quality assurance controls.</li><li>Drives to meet business objectives and goals set by superior related to food costs, labor costs, sanitation, quality assurance, market track goals, airline goals and objectives, and all other specific goals set thereof.</li><li>Ensures that all HACCP, FDA, Local Airport, Quality Assurance, and Airline Specifications are maintained at the highest level.</li><li>Monitors all menu cycles to ensure customer service and satisfaction is not interrupted. Ensures that proper equipment is maintained and controlled in the Unit for operation excellence.</li><li>Manages operation staff on a day-to-day operation aspect to drive for exceeding set targets.</li><li>Supports and assist Lean initiatives, and Quality initiatives to achieve OPEX targets.</li><li>Monitors all training programs that are required to be conducted to ensure all Corporate Polices and Procedures are followed and maintained.</li><li>Monitors employee relations in each Department, and ensures compliance with the National Master and Local Addendum labor agreements are maintained in the Departments.</li><li>Supports customer audits, government audits to meet compliance</li><li>Responsible for annual performance evaluations of direct reports in compliance with corporate initiatives.</li><li>Maintains customer communication with all local and corporate airline representatives to ensure all request, investigations, and/or related are concluded to the satisfaction of the customer and company.</li><li>Assists the Regional GM on projects, investigations, training, corporate goals and objectives, and airline requests.</li><li>Completes all administrative reports in an accurate and timely manner.</li><li>Ensures the security of the facility by monitoring and maintaining existing programs including all TSA, local airport and corporate requirements.</li><li>Drives prevention vs. detection of defects.</li><li>Coordinates actions to prevent the occurrences of nonconformities.</li><li>Maintains customer compliance resolution.</li><li>Responsible for the maintenance of key performance metrics for the Operation organization.</li><li>Verifies and insures company policies and procedures are followed.</li><li>Insures quality specifications and requirements are followed and met.</li><li>Develops Standard Operating Procedures.</li><li>Responsible for safety, quality and compliance to customer specification.</li><li>Completes Hazard Analysis and Risk Based Preventative Controls (HARPC) Preventative Controls for Human Food training and certification course to be a PCQI (Preventive Controls Qualified Individual) according to company policy.</li><li>Completes all other company required training including but not limited to ServSafe Sanitation Manager Certification.</li><li>Completes Hazard Analysis and Risk Based Preventative Controls (HARPC) Preventative Controls for Human Food training and certification course to be a PCQI (Preventive Controls Qualified Individual) according to company policy.</li><li>Completes all company required training including but not limited to ServSafe Sanitation Manager Certification.</li></ul> Requirements: Education: <ul><li>Bachelor’s Degree in business administration or a related field if preferred&nbsp;</li></ul> Work Experience: <ul><li>Successful track record as a Manager or Assistant Manager in airline catering required.</li><li>10+ years of experience in in-flight catering or food manufacturing environment required.</li><li>Demonstrated experience with managing financials with budget responsibility required.</li><li>Demonstrated knowledge of Lean manufacturing principles and/or six sigma and continuous improvement methodologies preferred.</li><li>Proven experience successfully managing a team of supervisors and managers required.</li><li>Previous customer service and/or account management experience required.</li><li>Strong track record of innovation and making changes to the operation to further improve the work environment and unit performance</li><li>Labor relations experience is required.</li></ul> Technical Skills: (Certification, Licenses and Registration): <ul><li>Candidate should be comfortable with all levels of employees and have the ability to drive positive program change.</li><li>Must be a Team builder with the ability to lead and motivate a diverse management and hourly staff.</li><li>Must have strong and effective leadership skills</li><li>Excellent problem solving skills, planning and scheduling capabilities managing multiple account requirements</li><li>Ability to effectively manage the operation while maintaining compliance in a heavy regulated environment e.g. FDA, HACCP and security.</li><li>Advanced Microsoft office tool skills (excel, word).</li><li>Knowledge of quality auditing, inspection methods.</li><li>Detail oriented and excellent project management skills.</li><li>Strong organizational skills, able to prioritize responsibilities and multi-task.</li><li>Change Agent.</li><li>Able to obtain an AOA badge and customs seal&nbsp;</li></ul> Language / Communication Skills: <ul><li>Strong interpersonal skills and the ability to interact effectively with multiple departments and customers</li><li>Excellent written and oral communication skills.</li></ul>

Responsibilities: <ul><li>Customer Service Representative is the key to assuring customer satisfaction through on time delivery commitments and quality and accuracy of product delivery with focus of improving our customer service processes through LEAN principles.</li><li>This position reports directly to the Customer Service Supervisor located in North America, and you will work from our Kuala Lumpur office.</li><li>You will ensure all customer orders are processed in an efficient, accurate and timely manner while managing incoming phone calls.</li><li>You will work closely with the sales team and technical support team by entering service tickets in the CRM system.</li><li>You will support all Operations functions as needed to support customer demands.</li></ul> Requirements: <ul><li>Education – Secondary education or above, 1 or more years in customer service role</li><li>Experience – Proficient Microsoft office experience with strong typing skills and computer efficiency.</li><li>Experience in Sage X3, Salesforce CRM, 3CX phone system is a plus.</li><li>Skills – Excellent verbal and written communication skills in English and Mandarin.</li><li>Customers Define our Success – Solid foundation of customer care and relations with excellent talent for using strategies to improve our customer experience from first contact point of view.</li></ul>

Responsibilities: <ul><li>Responsible for the order management of all retail &amp; e-commerce accounts in UAE region</li><li>Direct order / bulk order shipment processing for Project or consignment orders</li><li>Review and verify orders information’s and shipping details to ensure 100% accuracy. Identify and assess customer’s needs to achieve satisfaction</li><li>Following up with warehouse for stock readiness &amp; delivery planning</li><li>Alignment with the logistics team for dispatches and confirming the proof of delivery</li><li>Alignment with Finance to identify any credit risks</li><li>Marketing promo delivery and Customer / Retailer return order processing</li><li>Continuously ensuring the highest service level and OTIF</li><li>Coordinate with internal teams in case of any delivery deadlines, shortages, disputes etc</li><li>Participate in the implementation of projects for Service Level and OTIF target achievement</li><li>Build sustainable relationships and trust with customers through open and interactive communication</li><li>Follow communication procedures, guidelines and policies</li><li>Maintains a positive, empathetic, and professional attitude toward customers always</li><li>Provides feedback on the efficiency of the customer service process</li><li>Go the extra mile to engage customers and ensure their satisfaction</li></ul>&nbsp;Requirements:&nbsp;<ul><li>Minimum 1-2 years Supply Chain Execution or Order Management Experience in B2B &amp; B2C business</li><li>Bachelor’s degree required</li><li>Knowledge of SAP ECC</li><li>Efficient in Retail / Ecommerce order planning, Direct/Bulk Shipment planning,</li><li>Adept in stock readiness &amp; delivery planning,</li><li>Advanced computer software skills (Excel, PowerPoint, Pivot tables)</li><li>Having agile and growth mindset</li></ul>

The Role:The Software Support Specialist is a member of the Customer Support Services team, who collectively are responsible for sustaining our customers. The Support Specialist provides post-deployment services to enterprise-wide own software solutions for small and large companies.&nbsp;This business unit is an extremely broad platform with a proprietary programming language, more than a hundred modules, highly configurable, and therefore each customer solution is unique.&nbsp;The Support Specialist is directly responsible for the qualification and tracking of client requests, and most importantly, providing solutions (expertise, configuration, development, etc.) within the expected response time applicable to the client. He/she also may provide additional support services such as product refreshers and coaching. Some requests are quick wins (configuration/coding on the spot with customers or coaching workshops), but many are mini agile implementation projects, lasting a few weeks to over a month.&nbsp;The Support Specialist is an independent thinker who understands and does what it takes to have a delighted customer by providing design, configuration development, testing, and expertise services. Responsibilities: Delivery ·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Provide consulting services to our clients·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Design, configure, test and deliver fixes and enhancements for client solutions·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Facilitate client meetings consisting of:·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Technical expertise·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Subject matter expertise·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Coaching / training·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Troubleshooting·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Defect management and qualification·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Comply to Service Level Agreements&nbsp;·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Analyze technical feasibility and propose estimates with solutions to meet client requirements·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Manage client expectations and ensure satisfaction·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Comply to support processes, best practices, and maintain documentation Organization ·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Actively participate in own career development and continuous improvement·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Provide pro-active reporting to the Support manager·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Update the knowledge base and produce new articles·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Collaborate with Product Managers and Developers to improve products·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Comply to internal reporting processes and rules (timesheets, time-off, etc.)·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Demonstrate good and clear verbal and written communication (by phone, email, and web meetings)·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Professionally interact with people, both internal and external to the organization through various media&nbsp;·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Write clear processes, best practices and other documents·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Quickly learn a new proprietary software programming language·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Experienced in use and application of highly specialized technical standards.·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Provides solutions to a variety of technical problems of moderate scope and complexity.·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Ability to work under general supervision while following established procedures.·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Contributes to the completion of milestones associated with specific projects.·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Experienced with frequent inter-organizational and outside customer contacts.&nbsp;&nbsp;·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Demonstrated performance in providing solutions to difficult technical issues associated with specific projects.&nbsp;Qualifications: Education·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;At least a 4-year degree in Computer Science or Software Engineering·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Proficient in at least one programming language·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Familiarity with HTML, CSS, JavaScript, C, C++, VB, .NET and other web technologies·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Knowledge of database design concepts·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Fluent in English·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Fluent in the local language·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Proficiency in French can be a plus&nbsp;Experience ·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;2 years of professional experience in a software related field Skills ·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Leadership &amp; Autonomy·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Manage own workload and priorities&nbsp;·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Complete internal obligations (timesheet, status reports, required training, performance reviews, etc.) 100% on time·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Escalate effectively and when necessary·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Able to provide functional coaching to Clients with simple explanations but also drive technical discussions with Client IT and Partner implementation consultants·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Positive demeanor while providing solution options to challenges&nbsp;What we offer:·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;An impressive office in a superb location in the vibrant city center of The Hague, overlooking the parliament, and a 4-minute tram ride from Den Haag Central station.·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Salary commensurate with your skills and experience with a bonus plan.·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Permanent contract with a probation period of 2 months.·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;The flexibility to balance your time between working from home (up to 3 days) or from our well-equipped offices.·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;25 holidays based on a 40-hour working week.·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Good pension plan and discount on insurances.·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Equipment to support working from home including a laptop, screens, sit-stand desk, and chair.·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Allowances for working from home and travel.·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Excellent lunch, snacks (with vegan options) and refreshments when in the office.·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;An onsite gym where our in-house personal trainer is more than happy to challenge you with an intensive workout.·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Free Friday chair massage and a social get-together with colleagues for drinks and chat.·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;A commitment to invest in your personal development through dedicated learning and career development programs and (international) opportunities to grow within the company.·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Overall, a fun, multicultural, and inclusive, working environment where employee satisfaction and engagement are a top priority.

Responsibilities: <ul><li>Manage Consumer and customer enquiries by telephone, or electronically.</li><li>Respond promptly to customer enquiries and ensure the experience is effortless and delightful.</li><li>Handle and resolve customer complaints from initial contact to end resolution.</li><li>Obtain and evaluate all relevant information to handle inquiries and complaints.</li><li>Process sales orders, forms, application and requests</li><li>Seek assistance when required to resolve issues and direct to the designated resource.</li><li>Keep accurate records of customer interactions and transactions.</li><li>Record relevant details of enquiries, comments and complaints.</li><li>Liaise with distribution, factory, service, parts and field staff where necessary. </li><li>Work with CRM and ERP system</li><li>Attendance and participation in product, systems and site training as required.</li><li>Understand relevant sector of the trade practices Act and WHS Legislation</li></ul> Requirements: <ul><li>Prior experience in customer service, ideally within a call centre environment</li><li>Excellent verbal and written communication skills</li><li>Professional phone manner</li><li>Good computer skills</li><li>A positive, enthusiastic attitude and the willingness to work as a part of a team.&nbsp;</li></ul>

<h1>The Role:</h1> We are a small team of 7 people working in the area of product and IT implementations.Our goal is to provide top-notch support to our customers through:·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Remote and direct (on-site) technical support (mostly for product installation and configuration) ·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Product training (implementation of administrators and advanced users) ·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Internal cooperation on product development. ·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Internal training for customer advisors and helpdesk.We operate all over the country, but in the case of direct trips, we try to share the area between us, which is usually limited to the province we come from or bordering it.We offer full-time work (Monday to Friday from 09:00 to 17:00) with the possibility of working both from the office and from home or in a mixed mode.We provide all necessary tools at your disposal, including laptop, telephone, mobile internet, car;&nbsp; <h2>Qualifications:</h2>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Knowledge of the construction of computers and servers (so that it is possible to install and replace damaged components)·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Ability to work on MS Windows desktop and server and basic knowledge of Linux (Debian preferred), at a level that allows installation of the system, network configuration and basic services such as AD, IIS, etc. ·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Basic familiarity with MS SQL and FireBird (installing, backing up, and using select, insert, update, etc).·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;IT experience, even if at a basic level, would be an added advantage.·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;High personal culture due to direct contact with customers and representing the company, as well as the ability to manage ones time and be task-oriented. ·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Experience in working with lawyers and notaries is welcome, especially in the field of IT support ·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Cat B drivers license is requiredCommunicative English skills are welcome

Responsibilities: <ul><li>You will be responsible for troubleshooting and repairing a wide variety of appliances, providing our customers with a remarkable consumer experience each and every time.</li><li>You will primarily be on the road responding to consumer service calls assigned to you via our Service Allocation Team.</li><li>Provide service and customer support during field visits or dispatches.</li><li>Manage all on site installation, repair, maintenance and test tasks</li><li>Produce timely and detailed service reports</li><li>Managing on average 7 jobs per day, you will be required to diagnose and repair domestic appliances, completing administration on your company issued Tablet</li><li>you will assist other Technicians with larger jobs, at all times providing a high level of customer service, ensuring all equipment is tested and calibrated in accordance with industry standards</li></ul> Requirements: <ul><li>Customer Focused – You pride yourself on effectiveness and customer care service, making certain that our customer is completely satisfied.</li><li>Self – Motivated - You are determined &amp; committed to achieving results.</li><li>Empathy – You understand and empathise with people and can apply your people and problem solving skills to reassuring customers.</li><li>Adoptable – You demonstrate a flexible and solution focused mindset, adapting quickly to different people and situations.</li><li>Organised – You set the pace and the priorities, and then you bring methodical approach to meting your daily goals</li><li>Acumen — YOU thrive on solving complex fault/diagnostic errors, providing the best outcome in a timely and cost efficient manner for the consumer.</li><li>Innovation &amp; Curiosity — You appreciate the importance for development, attending training and business communication sessions.</li><li>Experience in troubleshooting &amp; repairing wide variety of appliance</li><li>Holding a restricted or full refrigeration license</li><li>Holding a Queensland gas work license</li><li>Holding a restricted Air Conditioning license</li><li>Holding a Queensland gas work servicing license</li><li>Holding a Gas work license hydrocarbon refigerant</li><li>Holding a Australian driving license</li><li>Holding a Queensland restricted electrical license (Disconnect / Reconnect)</li><li>Experience in dealing with customers</li></ul>

Our client is look for a new software support specialist. The Legal Software business provides a range of software solutions for law firms to help lawyers in their day-to-day work to increase efficiency and make critical decisions.As part of the Software Division, you will be part of an enthusiastic, committed and close-knit team of 6 technicians. You will report to the Technical Customer Service Manager at level 2.As a Software Support Technician (level 2) / Technical Customer Service specialist, you will be in charge of product support at level 2 for our customers. &nbsp;<h2>Your Tasks:</h2>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Receive and qualify calls, emails and letters from software and application users·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Carry out the diagnosis of the problem and provide advice for a rapid resolution·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Resolving the problem remotely using a handholding tool if necessary·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;In the event of non-resolution, transmit the necessary information for the request to be taken over by level 3 support, or by another service·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Follow up with customers throughout the incident resolution process·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Follow up the request, write a report, and communicate the result of the qualified incident to the customer·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Ensure a relay of calls to the sales department for requests not covered by the maintenance contract·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;To ensure interventions directly at the customers premises when necessary·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Contribute to the enrichment of the customer database by accurately referencing user questions and processing them in our ticketing tool·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Writing help materials or articles for the technical and functional knowledge base for problem resolution for employees and customers·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Participate in the development or updating of documentation/tools aimed in particular at better training of customers, to relieve hotline calls.·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;To be a force for proposals to improve the processes for handling and resolving incidents·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Contribute to the training of the level 1 support team&nbsp;<h2>Profile:</h2>·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;You have a 2/3 year degree in computer science and have between 1 and 3 years experience as a hotline technician on professional software·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;You have a good knowledge of a business software package and ideally of the Windows and Office environment·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;You will be a good representative of the company to its customers, with excellent interpersonal skills and good telephone skills·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;You are recognised for your listening and organisational skills and have real teaching abilities·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;Curious, willing and committed, you want to invest in a progressive position in a constantly changing sectorLanguages: fluent French, knowledge of English is a plusLocation: Bois-Colombes (Paris region) - flex-office

Responsibilities: <ul><li>The role is focused on the Microsoft suite</li><li>The team which you work in provides support services focused on cloud technologies across Workplace, Data Center and Security&nbsp;</li><li>You will be working in a fast-paced environment supporting customers around the world.</li><li>As a Level 1 Associate – Cloud Managed Services you will provide European Time Zone support and work within a team which provides 24x7 technical support for issues that involve our Cloud Support customers.&nbsp;</li><li>You will operate under pressure to isolate problems which are directly affecting our customer systems.</li><li>If an escalation is needed when troubleshooting, you have the support of Level 2 &amp; 3 as well as the Team Lead</li><li>The team which you work in provides support services focused on Microsoft 365 technologies.</li><li>Apply advanced troubleshooting techniques to provide unique solutions to our customers individual needs</li><li>keeping them informed of incident progress, notifying them of updates for Service Requests.</li><li>Follow quality / security process defined for the engagement</li><li>Responsible tp Ensure proper communication and quick resolution of tickets</li><li>Responsible to Drive customer communication during critical events</li><li>Responsible to Take corrective actions based on the customer satisfaction surveys</li><li>Responsible to Work in line with service improvement programs</li></ul> Requirements: <ul><li>Your excellent written English skills will be used to develop &amp; review Knowledge Base Articles and maintain system documentation.</li><li>Minimum of 1 year of experience in M365 support</li><li>Languages: German and English&nbsp;</li><li>Demonstrable experience of working within Large enterprise environments subject to change control as per ITIL best practice</li><li>You have Skilled Level, practical working experience in this area, allowing it to be applied in basic routine situations with minimal guidance or supervision.&nbsp;</li><li>Understanding and supporting M365 core workloads : Exchange Online. Sharepoint, OneDrive , Teams (non UC)</li><li>You have Awareness Level, a general understanding of the capability/skill, but due to minimal practical experience, requires extensive guidance and supervision on:</li><li>Quality of Service and Networking (DNS, QoS, CoS)</li><li>Knowledge of underlying Microsoft Core Infrastructure</li><li>Troubleshooting core Microsoft Security related technologies</li><li>Email integration -able to troubleshoot, within the extent of the admin console and access limitations, Exchange with any existing security and mail gateways the customer may have e.g.&nbsp;</li><li>Mimecast, Barracuda etc</li><li>Mobile Device Management - able troubleshoot Intune policy related issues which may impact customers access to their environment</li><li>Troubleshooting the Desktop clients in terms of their interaction with the core M365 workloads</li><li>Your spoken English language skills will be used for communication with customers as required;</li><li>Using your experience and sound technical knowledge you will assess issues and provide solutions.</li><li>As the technical consultant you are expected to drive issues through to resolution in a timely fashion.</li><li>As a member of this team, you will be expected to, supported and encouraged to keep your skills up to date and develop your deep technical knowledge across M365 by obtaining and maintaining vendor certifications.</li><li>Must be a german Speaking</li></ul>

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317 customer focused service Jobs found

Unit Operations Manager

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Customer Service Representative

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Technical Customer Support

M365 German Technical Support Engineer