Customer Contact Center Consultant (Poland or UK)

General:

As a member of the Customer Contact Center, your focus is to deliver post-sales support to all Iptor customers while serving as an advocate for customer needs.

You will be acting as a single point of contact for customers, you are responsible for facilitating customer relationships with Iptor and providing advice and assistance to internal employees on diverse situations and escalated issues.

As a Customer Contact Center Consultant, you will be the interface to internal and external customers and Reseller/Partners for resolution of problems related to all products and solutions. Your primary task will be to provide a high level of customer service maintaining a high level of customer satisfaction while meeting Iptor policies and procedures. Ability to work independently while accepting general guidance from other team members, team leads and management.

Responsibilities:

  • Work with customers both by telephone or electronically, documenting the issue and collecting appropriate information for troubleshooting.
  • Route calls and incidents to second line support when incidents are not solved immediately.
  • Provide action plans and set proper expectations; ensure customer expectations are properly managed and that issues are resolved to the customers’ satisfaction in a timely manner.
  • Meet targets set for handling incidents, customer satisfaction and to assist other team members with their incident workload.
  • To maintain current and accurate incident notes and status within the support tool.
  • Actively contribute to the development and overall success of the team.
  • Maintain customer database accuracy.
  • Ready to work with weekend schedules or standby.

Knowledge requirements:

Must:

  • Minimum of 1 to 2 years customer facing experience in a 1st line support organization
  • Experience with using customer support tools (Zendesk, Remedy etc)
  • Skilled in working to solve first level client tickets
  • Experienced in working in industry standard processes (ISO,ITIL etc)
  • Competent in standard PC tool sets (MS Office)

Optional

  • Experience working on ERP applications (Iptor/IBS, SAP, Dynamics, Infor etc).
  • Experienced in working on iSeries platforms.
  • Operating systems (Windows, Unix, Linux).
  • Experience of working in RPG.
  • Experience in virtualization platforms (VMware, Hyper-V etc).
  • Backup solutions (Veeam, BRMS, etc).
  • Experience in Monitoring systems (HP Open view, BMC Patrol, IBM Tivoli).

Important personal skills:

  • Strong verbal and written communications in English.
  • To be well organized, methodical, and self-motivated in terms of updating Incident notes/status, and accurate time recording.
  • Demonstrate effective time management.
  • Ability to analyze situations & quickly develop appropriate solutions.
  • Good to create and maintain personal relationships with customers as well as team members.
  • Additional languages would be of an advantage (Dutch, French, German, Swedish, Finish, Spanish or Italian).

Contact:

If you are interested in this job opportunity in Poland, please e-mail your CV & resume to career.poland@iptor.com. If you are interested in the job opportunity in the UK, please email your CV & resume to career.uk@iptor.com.