Training & Quality Assurance Specialist with German (IT Service Desk)

Miejsce pracy Warszawa;Kraków;Wrocław;Katowice;Poznań;Gdańsk;
Wynagrodzenie otwartość na oczekiwania
Rodzaj zatrudnienia umowa o pracę
Województwo Warszawa (mazowieckie); Wrocław (dolnośląskie); Łódź (łódzkie); Kraków (małopolskie); Gdańsk (pomorskie); Katowice (śląskie); Poznań (wielkopolskie)
Zakres obowiązków
  • Preparing and conducing full onboarding training cycle for all New Joiners (EMEA IT Service Desk) 
  • Conducting refreshing and complementary training sessions upon request
  • Evaluating existing training models and developing/changing when necessary
  • Completing monthly QA monitoring for all IT Service Desk Agents and reporting on any below target behaviours
  • Updating, developing and maintaining best practices and knowledge updates
  • Delivering best quality coaching to IT Service Desk Agents each month based on improvements identified during monitoring that drives tangible improvements in analyst's quality performance. 
  • Proactively following up with customers to obtain detailed information or to confirm resolution/customer satisfaction verification
  • Monitoring pending tickets and alerting Tier 2 when updates are received
  • Escalating difficult cases to Tier 2 Specialists
Poszukiwane kompetencje
  • Proficiency in both German and English language (spoken and written)
  • Excellent knowledge of IT Service Desk-supported services, processes and procedures (EMEA region).
  • Good understanding of the EMEA ServiceNow
  • Knowledge of the full training lifecycle within SSC environment is highly desirable.
  • Knowledge and understanding of good customer experience within SSC is highly desirable but not essential.  
  • Experience in developing and delivering trainings is highly desired
  • Previous experience in conducting one-on-one coaching sessions and knowledge of coaching frameworks is desired
  • Genuine ability to coach others and have adequate skills to conduct difficult conversations when needed
  • Ability to organize your time and meet deadlines
  • Perfect communication skills both verbal and written are essential for the role
  • Proficiency in PowerPoint and Excel (+clear reporting skills)
  • Attractive salary
  • Working remotely
  • Multisport
  • Group insurance and health insurance (mixed package)
  • Language courses
  • Financial support for Masters studies
  • Local and international career opportunities
Data ostatniej modyfikacji piątek, 16 lipca 2021