Triage on Tickets received (internal & external users, all Toluna products) focusing on clarity and quality of information received and shared with Support team further down;
Support both internal and external tickets for all Toluna products suite with a focus on Digital solutions ( Toluna start / Toluna Communities ) from A to Z
Distribute workload according to needs within Front line Squad and Products / Tech squad;
Ensure tickets are solved within agreed Internal Support SLA through tight collaboration with Product / Tech Squad;
Ensure processes are fitting business requirements and adapt them if required;
Ensure proper coverage of the shift during weekdays / weekends & public holidays;
Carry out daily handover meeting with next in shift manager and Product Squad Coordinator to alert on most urgent topics;
Carry out daily summary for Support Manager on most urgent topics;
Monitor & report tickets that are moving out of the SLA or at risk to move to Management;
Analyze regularly tickets information at macro level (volume, topics, products) to help decision making processes;
Escalate OMG situation (received through alerts and / or tickets) and ensure coordination / alignment between different departments involved
Communicate to Internal users during Downtime / Major issues.
Due to the nature of the APAC shift, this position is 80% productive (focus on supporting our internal and external users on any technical questions they may have).
The working hours for the APAC shift are 5AM 2 PM.
Required skill set :
At least 2+ years in Online MR / Online technology products;
Previous Client facing experience;
Excellent communication skills (written, verbal);
Knowledge of Ticketing system an advantage;
Energetic, positive and rigorous personality.
What we offer : Here at Toluna you will find amazing, forward thinking professionals who like to learn and grow. We pride ourselves on collaborating and sharing expertise, we know that strong teams bring out the best in our staff members.
This is why we offer a broad range of benefits :
Training opportunities and career development plan;
Competitive financial package : salary, performance bonus, sport allowance, meal tickets and gift vouchers;
Private medical insurance;
Exceptional office comfort : top office facilities and equipment, gaming room, central building office;
Extra vacation days;
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Welcome to our innovative team of professionals in online market research!