Service Delivery Ops Specialist

Requirements, Qualifications and Responsibilities

• With or Without Service Desk Experience.

• At least 2 years of experience in Technical Support.

• Can speak, read, and write in the Polish Language.

• Candidates must be Filipino citizens permanently residing in the Philippines or

• Native foreign nationals with valid PRV/TRV and current residence in the Philippines.

• At least a Vocational Diploma, Short Course Certificate, Undergraduate, or Bachelor’s/College Degree in any field

• Kindly endorse native speakers or non-native with C1 level proficiency.

• The process will be a language, technical and final interview.

• We are open to candidates from different countries who are willing to relocate. We offer relocation assistance/package.

• We are looking for candidates who will be open for the Taguig or Ortigas ONSITE location.

• Must be an immediate joiner

Your main responsibilities as a Multilingual Service Desk Analyst are as follows:

• Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.

• Receive and respond to user inquiries and requests via telephone, email, case tracking system professionally and with speed, accuracy and proficiency.

• To work in partnership with local management, colleagues and clients at all levels to ensure requests are resolved to the satisfaction of the customer.

• Produce quality work and results.

• Ensure fast and accurate turnaround of work.

• Solve problems using agreed upon procedures as well as proper escalation process.

• Develop a comprehensive understanding and mastery of all tools.

• Remain updated on products, policy, procedure and other important operational issues.

• To come in on time and on scheduled shift and adhere to breaks as assigned by staff manager.

• Follow rest day schedule as assigned.

• Advice staff manager of planned leaves as stated in the Handbook.

• Maintain quality standards in accordance with agreed metrics.

• Ensure that all quality deficiencies are corrected in a timely manner for activities in your function.

• To submit necessary service delivery reports.

• Ensure feedback is given to staff manager if potential issues are detected.

• Ensure feedback is given to staff manager if process improvement measures can be implemented.

• Ensure attendance at planned meetings.