We at ORTEC CEE are currently seeking a to join our team!
You will have the opportunity to bring your expertise and make the difference in this area by proposing new solutions and improvements that will drive to a better platform performance, efficiency and stability.
Who you are :
ITIL Foundation certification
Bachelor or master’s degree
Experience of acting as the Single Point of Contact and escalation point for external contacts
Strong planning and organizational skills
Excellent verbal and written communication skills
Experience of working with support management systems
Able to build productive relationships and communicate regularly with many customers
Committed to meeting objectives, results driven
What you will do :
Prepare the required periodical overviews / KPIs (few examples below) :
o Number of escalations
o Customer Satisfaction rate for your allocated region
o Act as Problem Manager and work closely with Problem Analyst
Make sure the customers from your region use properly ORTEC Customer Portal
Will be responsible for daily scan emails, incidents, conversation from your region and take pro-active measures
Bring the time to solve tickets at a lower rate and minimize the number of incoming tickets
Always keep focus on the SLA
Must attend to all priority calls and participate to escalations from your region
Must be actively involved in transfers of his region. He is accountable for taking the transfer decision
Act as back-up for other colleagues
Keep a closer communication with the customers from his region have frequent contact, attend to operational calls, also if there are no escalations, organize meetings, pro-
active communication, etc.
Always know the status of his allocated customers
Report escalations or important situations to his manager and if needed to further escalate
Be aware of all the change requests deployed at his customers (have a close relation with Project Manager and Account Manager)
What we offer :
Competitive salary which will reflect your experience and will grow with your career
Enjoy an open, kind and fun culture
Challenging projects for international customers
A dynamic environment with opportunities to fulfill your ambitions & to evolve initiatives
Support for learning and own development
Performance related remuneration and Year-end bonus
Active employee association for fun activities with colleagues
Foosball table, our own bar the ORtap , Christmas party, annual teambuilding and monthly events.
Our people make the difference and are our most valuable asset
We are a purpose driven company with ambitious, highly skilled people and an academic culture that we are proud of. We use our passion for mathematics to optimize organizations and, with every mathematical optimization and analytics solution we implement, we make the world a little better.
At ORTEC, you will be part of a unique organization and team! We will support you in finding your strengths and the best way to succeed within the company through a challenging, hands-on experience.