Capgemini Business Process Outsourcing is one of the first and the biggest outsourcing center in Poland providing services in 30 different languages in the areas of: finance, accounting, banking, HR, procurement, customer care and marketing services. BPO employs over 2600 specialists in its offices located in Krakow and Katowice.
Currently, to our Business Process Outsourcing Center in Kraków we are looking for candidates for the position of:
Technical Support Specialist German Speaker (Incident and Service Procure)
Place of work: Kraków
Ref. no Praca/TSS/Ger/(I&SP)/KRK
Position purpose
Are you process oriented with focus on customer service?
- As a Technical Support Specialist at Service Desk you will have the possibility to widen your business and technical knowledge on all applications offered to our customers.
- The role involves resolution of support issues as well as execution of services to assist internal and external stakeholders. You act as the main interface and communication channel during the complete incident and service request life cycles.
- You will be part of the Support Team in Poland which consists of motivated and skilled persons who provide 1st and 2nd line support.
Job description
- Provide 2nd line support for customer Single Point of Contacts (SPOC)
- Troubleshoot and resolve incidents for all Platforms according to ITIL Processes as well as execution of services to assist internal and external stakeholders
- Report priority 1 incidents to responsible department and handle communication to customers
- Phone support
- Be part of main release projects as the application responsible of the team
- Lead customers in using efficiently all functionalities of IBX applications
- Monitor documents flow and other key events for proactive incident management
- Work with continuous improvements of internal processes, routines and the development of new services for our customers
Candidate's profile:
- Fluency in German and English is a must
- Fluency in other languages will be an advantage
- Experienced Support Background, preferable with technical education
- Client and value adding mind-set
- Open-minded and positive
- Analytical and structured
- Project management experience
- Merit if you have experience in ITIL as best practice
- Strong social and communication skills with focus on quality and time
- Strong service and support experience
- Good analytical skills and a structured way of working with a client focus
- Ability to take own initiatives and to think outside the box
- Internationally driven
- Results oriented
- Ability to update and train others on new skills and procedures and provide lead work direction
What do we offer to the candidates:
- Interesting and stable job in international team
- Competitive salary with attractive benefit package
- Free private medical care
- Flex benefits
- Additional life insurance
- Intensive training package
- Opportunity of personal development in a multinational environment
- Friendly working atmosphere
