Gi Group

Gi Group is part of Gi Group Italy - one of the world’s leading companies providing services for the development of the labor market, operating in the fields of temporary and permanent staffing, search and selection, as well as a variety of complementary HR consulting activities.

Our client is an American multinational enterprise information technology company that develops and provides a wide variety of hardware, software and related services to consumers, small, medium-sized businesses and large enterprises.

Due to our client`s business needs, we are in search of a highly motivated professional to join the company at the position of:


Job scope/summary:

The primary responsibility is to manage customer cases to a satisfactory resolution.
The work is predominantly in the areas of hardware platforms, operating systems, subsystems and products operating on these systems.
The Technical Solution Consultant is the first level of technical support to the customers. On receipt of a service, request the Technical Solution Consultant researches for a solution through remote diagnosis, documentation and/or knowledge databases within agreed timeframes. Qualification of hardware cases involves diagnosis and/or recommendation of parts for the field engineer, and /or direct shipment to the customer. In all cases where a problem gets too complex the Technical Solution Consultant is responsible for timely elevation and/or escalation.

Job specifics/responsibilities:

1. Timely responds to customers via phone/mail/web. Log case, provide information & troubleshoot to solve customer problem according company KPIs for the business
2. Manages customer expectations by taking into consideration the entitlement and identifies customer problems
3. Keeps customers informed, sets and follows commitments, keeps precise case documentation and case ownership
4. Timely elevates and/or escalates to next level when the case is complex
5. Achieves personal goals assigned by the direct manager
6. Works together with other team members to achieve team goals
7. Participates in projects for process or quality improvements
8. Manages multiple tasks or cases simultaneously with minimal supervision
9. Active and self-paced improvement of technical and business process knowledge
10. Independently and actively improves the quality metrics towards the achievement of the targets beyond
11. Keeps documentation as per requirements
12. Meets the deadlines and keeping the service level agreements
13. Be compliant with all internal rules, policies and procedures, and ensure performance as per all work instructions and/or orders (written or oral), legally assigned by the direct manager, by officials acting for the direct manager or by any manager of a hierarchical level higher than the direct manager
14. Encourages outstanding team morale and maintains highest ethical standards
15. Strictly follows the procedures policies the and Standards of Business Conduct of the company

Key deliverables/accountabilities:

• Customer Satisfaction Index
• Commitments are met
• Knowledge of products and processes
• Case management
• Productivity & efficiency
• Diagnosis accuracy
• Competitive performance balanced between productivity, cost and quality.
Education (degree) and professional experience required

• High School / Bachelor or Master degree
• Professional experience: over 1 year experience as Customer Engineer or in a similar environment

Other requirements:

• Very good command of English
• Excellent language skills in German

Personal skills and qualities:

• Customer oriented, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution
• Excellent oral and written communications skills
• Positive attitude towards team members, customers and partners.
• Capable of being self-managed, and a team player, quality conscious, efficient, flexible and eager to share and acquire knowledge.
• Analytical and problem-solving skills
• Time management skills and working with tough deadlines
• Ability to properly maintain technical documentation
• Ability to work with business processes
• Ability to work under pressure
• Ability to handle multiple tasks at the same time and ability to prioritize

Technical skills (procedures and documents the employee has to be acquainted with):

• IT minimum required knowledge level
• ESSN Product lines intermediate knowledge
• Customers (Internal/External) Service Request Handling
• Advanced Business Process Knowledge
• Advanced knowledge of the main work Tools
• MS Office tools

If you can envision yourself working in a company which believes that effective management can be achieved through innovative ideas, great team work and devotion, do not hesitate to send us your Resume.

Guaranteed confidentiality of all applications. Only shortlisted candidates will be contacted.

Gi Group is licensed by MLSP, license N 2348/18.09.2017, indefinite.
Изисквания към кандидата
Образование: Бакалавър

Езикови познания:

Трудов опит:
С професионален опит от 1 - 3г.

Ние предлагаме

Ниво в йерархията:
Експертен персонал без ръководни функции

ИТ и Компютърни специалисти
Бизнес /консултантски услуги
Населено място:
Гр. София
бул. Ал. Стамболийски 84, ет.6
Gi Group
Фирма/Организация Директно търсеща служители
Детайли за организацията:
Повече информация за Gi Group може да получите ТУК
Внимание: Некоректни потребители публикуват обяви на импулсни телефони започващи с 0481, 0871, 0881, 0890, 0891, 0900.

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