Technical Service Representative

M Plus Serbia d.o.o.

1.7

Rad od kuće

online intervju

28.12.2024.

Oglas dostupan i studentima

intermediate

WE'RE HIRING!

Technical Service Representative

M Plus Serbia is a Business Process Outsourcing company, and Customer Care is our core. Individual dedication, team expertise, and passion involved in each interaction with clients and customers represent our commitment to reliable service delivery.

We are looking for a Technical Service Representative to join our team! If you are an efficient communicator with excellent knowledge of the English language and are interested in working in a highly dynamic field service environment, we might be the perfect match! Main duties and responsibilities: Complete various tasks that, based on a Team assignment, move work orders from one stage in the workflow to the next stage (Internal workflow management). Tasks include, but may not be limited to the following: DCH follow-ups Email work order management Evaluate provided information in work orders and modify or update in order to move from NEW to ODR (Dispatch) Status Update work order closure information, to allow for the expedient billing process Review Tracking information and update work orders with the same; manage Return Material Authorization (RMA) process on work orders that include defective returns (may include outbound calling / Technician and End Customer contact) Review completed work orders for proper SLA treatment Review completed work orders for proper Billing treatment Provide customer-facing written updates on delayed work orders daily Swivel seat to create work orders from data provided in customer Service Management systems Contact VFT / Technician partners (outbound calling) to verify off-site time targets are being met, update internal/customer-facing Maps that report the then-current state of each work order What we expect from you: High school diploma A University degree in the relevant field (Business, Telecommunications, etc.) would be a plus Advanced knowledge of the English language 1-year prior Service Desk/Field Service Management experience Working knowledge of Structured Cabling/Low Voltage (CAT5 / CAT6) and Telco industry concepts is highly desired Strong workflow management capability – ability to conceptually understand the entire workflow; Intrinsic motivation to manage work orders in a timely manner under tight SLAs Ability to manage/move service tickets forward within the workflow Ability to effectively communicate with Technicians when following up on the Technician’s on-site status; Ability/willingness to (diplomatically) challenge any Technician who attempts to push back on instructions given (by you and others within the Company) Ability to navigate various online queues and to work with Excel spreadsheets Ability to provide detailed written notes related to communications with Technicians Ability to manage/move service tickets forward within the workflow Must be results-oriented and demonstrate an appropriate sense of urgency as required to successfully deliver on required Department targets *What you will get from us*: Work from home Opportunity to develop skills through paid training Work in a large, international team Private health insurance Benefit package available to all our employees (free day and gift books for a birthday, discounts with our partners from different industries...) If you want to give yourself a try in the new role, apply with your CV in English and join us! Only shortlisted candidates will be contacted. Good luck!