Senior Technical Support Executive with German

Infosys Poland Sp. z o.o.

  • Poznań

    Poznań, Greater Poland
  • offer expired 2 months ago
  • contract of employment
  • full-time
  • senior specialist (Senior)
  • home office work, hybrid work
  • remote recruitment
  • запрошуємо працівників з України
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Запрошуємо працівників з України
Роботодавець відкритий для працевлаштування громадян України

Technologies we use

Operating system

Your responsibilities

  • Collect, collate and analyze performance data on quality

  • Conduct process audits, identify gaps in execution process steps, and provide feedback to agents TLs

  • Highlight key areas of improvement and prepare action plans specific to each area

  • Create huddle packs based on the RCAs completed

  • Create and implement sampling plan, conduct calibration session and feedback session

  • Initiate/Participate in calibration sessions with the Client and provide RCA for weak performances

  • Creating awareness by training and bringing visibility to Risk quality initiatives in the engagement

  • Collect and analyze customer complaints and escalations. Report and act on the corrective actions for all the complaints and escalations

  • Report and track implementation of corrective actions to ensure process continuity and stability

  • Identify, initiate and own sig sigma and lean projects to improve metrics, drive behaviors and reduce costs

Our requirements

  • Knowledge of English and German at C1 level Min. 1 year work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/

  • General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc.

  • Desired/Preferred skills - Yellow Belt \ Green Belt certified. Experience in successfully completing six sigma projects in a similar environment Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows) Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions Intermediate knowledge of Network collaborations & VPN T/S Basic networking knowledge

  • Strong decision making and analytical ability

  • Able to negotiate, good presentation skills and Client Interfacing

What we offer

  • Working for prestige Client

  • Internal training program

  • Great atmosphere

  • Opportunity to take part in international projects and gain experience with various businesses

  • Set of social benefits to choose from

  • Opportunity to develop your career!

Benefits

  • private medical care

  • life insurance

  • leisure zone

  • extra social benefits

  • employee referral program

  • charity initiatives

  • Multisport card

  • Christmas bonus

  • semi-annual bonus

  • training and courses

Recruitment stages
1

CV analysis

2

Call with the Recruiter

3

Tests/Language verification

4

Video interview

5

Final decision

Infosys Poland Sp. z o.o.

We are present in four major Polish cities: Łódź, Wrocław, Poznań and Kraków.

The respective centers are supported by qualified professionals, providing BPM, HRO and ITO services for some of the largest clients in the world in over 28 languages. In Łódź alone there are at least 2,200 specialists, making Infosys one of the most important players in the service sector in Poland.

Our Infosys BPM Poland key business process outsourcing service areas are tax management, master data management, finance and accounting, sourcing and procurement, business transformation projects, and auditing.

With the implementation of Lean Methodology across the industry, we have focused on improving the business processes. The transformation of the Business Process Management (BPM) industry reflects the fact that the nature of work in the enterprise has moved beyond just processing transactions to management of a client’s end-to-end business process as a partner.

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