Service Operations Specialist

We provide a world-class technical support to Samsung Enterprise customers within the EMEA region. We are looking for a service expert with great skills, experience and a can-do attitude who feels confident engaging with support agents and customers on a professional level. As a member of the Mobile Experience B2B Tech Support Team, you will help to streamline our service processes to ensure that we have the right tools and capacity to provide customers with delightful experiences.

Role and Responsibilities:

• Collaborating with Samsung’s enterprise customers within EMEA, various Samsung R&D teams globally, and various 3rd parties.
• Monitoring technical support team productivity and address issues as they arise to ensure the best efficiency and consistent service experiences.
• Creating new initiatives and projects that improve upon support-related processes to meet changing customer needs whenever necessary.
• Monitoring metrics and leverage customer and L1/L2 feedback to drive continuous improvement of service practices and our B2B products and solutions.
• Ensuring delivery of the SLA/KPI to the agreed levels
• Assuring that all of our documents and reports are up-to-date.

Team:

• Friendly working atmosphere
• Opportunity to work in multiple projects
• Technical training as well as possibility for personal development
• Working with the latest technologies on the market
• Monthly integration budget

Benefits:

• Private medical care (possibility to add family members for free)
• Multisport card
• Life insurance
• Lunch card
• Variety of discounts (Samsung products, theaters, restaurants)
• Unlimited free access to Copernicus Science Center for you and your friends
• Possibility to test new Samsung products

Location:

• Office in Warsaw Spire in the city center, near a metro station
• Attractive relocation package

Work model:

• Hybrid with 3 days in the office

Skills and Qualifications

• Creative and open mindset to troubleshoot and resolve issues in project.
• Easiness in building relationships with customers and stakeholders.
• A strong analytical and problem-solving skills
• Taking initiative and multitask effectively
• Minimum 3 years’ experience in technical support, customer service, operations.
• Excellent proficiency in oral and written English.
• Demonstrated ability to document, track, monitor, and improve service in daily operations.
• Experience with SLA, CSAT, TAT and implementation of other metrics.
• Degree in Computer Science, Engineering, Information Technology or a related field.
• Travel required up to 5% of the time.

Nice to have

• Knowledge and experience in Mobile Device Management systems.
• Experience in technical support within the mobile sector.
• Experience in working with remote teams.
• Awareness of new and emerging mobile technologies.
• Experience with working with ITIL® and Salesforce.
• Experience in operational reporting as an advantage