Is a direct contact point for customers and onsite field personnel. Accuracy in entitling customers and routing to the correct team for service or dispatch is critical to meeting service-level agreements.

Job offer information

•  Responsible for validating customer entitlement, log case for the purpose of routing or dispatching an end-user to the proper resources.
• Monitor the service event through completion for compliance.
• Manage the service requests of customers through different access channels.
• Reviews customer feedback related to customer entitlement & case management. Provide basic analysis of cases.
• Dispatching the requests from customers based on team processes via phone, email, and internal ticketing tool (Saleforce)
• Support for external clients (topics regarding issues with servers and datacentres)

Other information

• Work is currently setup from the homeoffice, but 1-2 times per month in the office of Praha, Vyskocilova.
• Full training will be provided by the current team (approximately 5 months)

Personality assumptions and skills

• Superior communication skills both written and verbal
• Experience in customer facing role either remote or face to face
• Understands internal processes and tools
• Computer proficiency
• Problem-solving skills
• Accuracy in data entry
• Excellent fluency in language to be supported.
• Experience in a phone-based remote role
• Familiarity with computer technology
• Time management skills
• Oversee compliance with operating procedures and standards
• Basic knowledge of server components (disk, graphic card, network card, processor, memory....)

Desirable:

• Knowledgeable in call routing and case management processes as well as case logging systems and obligation systems

BenefitsWe provide wide range of benefits, with option to personalize it according to your preferences. Working with us, gives you opportunity to:

• work for stable and established Slovak company
• career development
• financial support in life situations
• recreation voucheres
• multisport card
• fully paid anonymous therapy sessions
• opportunity to volunteer in organisation of your choosing
• supplementary pension savings
• healthcare benefit package
• budget for HW & SW and more.

Information about the companySoitron is one of the largest info-communication integrators and IT service providers in the CEE. We provides products and services in the field of Robotics and Process Automation, the Internet of Things (IoT), IT Infrastructure, Communications and Cloud Solutions, IT Security, Services and Outsourcing, IT Consulting and Applications. Soitron, s.r.o. is a member of the SOITRON Group, with more than 800 international experts and facilities in Slovakia, Czech Republic, Romania, Turkey, Bulgaria, Poland and the UK. We offer a unique experience in IT field and possibility to grow professionally in an international environment.