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Agent L2 BSS_DE

Posting Country:  Romania
Date Posted:  24-Nov-2021
Full Time / Part Time:  Full Time
Contract Type:  Permanent

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Your day to day

Provide IT services in the area of Help Desk for Business Systems/Applications

With these activities, you will have a great impact on our business:

  • Takes internal customer calls 

  • Receives incidents and problems via phone, email or ticket-system regarding all supported applications (more than 80 different systems in portfolio) with the aim of providing direct resolution to the customer or the functional escalation to the responsible 2nd level teams 

  • Assessing the business impact (define ticket severity) and driving incident resolution process (ticket ownership) 

  • Ensures service level agreements’ fulfilment 

  • Permanent optimization activities, maintenance and enhancements for own support tools are part of the role. 

  With these skills, you are a great candidate:

  • Strong verbal communication skills in German (C1/C2) and English. 

  • Strong reporting and analysis skills. 

  • Customer service oriented. 

  • Overview of support and maintenance 

  • Should have good analytical & troubleshooting skills 

  • Should have good verbal and written communication skills 

  • System analysis skills for IT troubleshooting 

  • Conscientiousness and high accuracy in work 

  • Service orientation 

  • Flexible attitude and can do attitude 

 

Language requirements: 

  • German (C1 or above) 

  • English (B2 or above) 

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.