First Touch Engineer with Spanish

Currently we are cooperating with a global financial company. We are involved in recruitment process to EMEA Customer Service Centre in Warsaw

 

Client Technology Infrastructure - Europe, Middle East & Africa is responsible for providing technical support and delivery to internal businesses on a regional basis, and consists of approximately 2,000 employees. Technology Infrastructure is a global corporate services group responsible for all infrastructure required within company.

 

The First Touch team is part of the EMEA Customer Service Centre organization, reporting operationally into the Customer Service Centre head and will make up part of the EMEA First Touch model. The First Touch model will support all EMEA users for the top 8 products, including Desktop, Messaging, Voice, Blackberry, Video, Collaboration, Security and Remote Access and will liaise with 2nd touch as well as other technical groups when necessary.

 

Currently we are looking for:

 

 

First Touch Engineer

with Spanish language skills

 

Place of work: Warsaw

 

 

 

Job Purpose:

To be the first point of contact and primary user interface for all supported end users, for technical, informational and procedural assistance. The position objectives are to accurately determine the problem or request and achieve first call/touch resolution/fulfillment as defined by the First Touch function’s process control manual and service metrics. The functional duties of this position include trouble-shooting, request fulfillment, remote support, trouble ticket escalation, monitoring and follow-up throughout the resolution cycle for all Top 8 products in EMEA.

 

 

 

Key Responsibilities:

 

• Acknowledging receipt of incidents, queries and requests via internal systems
• Conducting first-level incident diagnosis and determining the most effective and standard method of restoring service using predefined cases
• Creating a permanent control records – via updates to the trouble ticket – used as the basis for escalation, tracking, dispatching and follow-up actions
• Participating in testing new tools; developing operational requirements and documenting testing
• Problem solving

 

 

Knowledge/Experience:

 

• We are looking for experienced candidates as well as people who want to get knowledge and develop in IT area

• General knowledge of IT infrastructure
• IT support experience as an advantage of the following applications/technologies:
• Windows Operating Systems
• WS Office suite (2000 and above)
• MS Outlook
• Telecommunication / voice product knowledge
• LAN/WAN technology
• Internet, Electronic Mail
• Remote Access and Blackberry
• Trade Floor or Call/Contact centre
• Very good verbal and written English and Spanish language skills

 

 

Development Value:

• Opportunity to be involved in the launch of a new support model for EMEA
• Exposure to various resolver teams throughout the EMEA region
• Opportunity to increase knowledge across 8 products by participating in modular training
• Opportunity to rotate between technical operations and customer interaction groups
• Exposure to an international environment

 

 

Please send English application on the following e-mail address:

cpeople@people.com.pl

Remember to write the reference number (H/09/KZ) as a subject of your e-mail.