Job
- Level
- Experienced
- Job Field
- IT, Support, System
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Salary
- from 44.450 € Gross/Year
- Location
- Vienna
- Working Model
- Onsite
Job Summary
In this role, you will handle 2nd Level Support in a specialized team, manage customer inquiries, plan software updates, create SLA reports, and collaborate with departments to ensure service quality.
Job Technologies
Your role in the team
- As a superhero in the Service Management Team, you will take on a key role in ensuring our Service Level Agreements (SLAs) as 2nd Level Support.
- You are not working in a call center, but in a highly specialized team.
- Your responsibilities include supporting our B2B clients via ticket system and phone, developing solutions for customer inquiries, creating business requirements, and meticulously managing issues, defects, and tasks.
- You plan and execute software updates for clients, work closely with the Implementation and IT & Infrastructure teams, and prepare monthly SLA reports.
- Your responsibilities aim to ensure SLA compliance and maximize customer satisfaction through efficient processes and transparent communication.
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Our expectations of you
Qualifications
- You have a basic understanding of IT infrastructures, technologies, and processes to comprehend the requirements of service management.
- You speak fluent German and English.
- Your strong team skills and flexibility enable you to collaborate smoothly in various situations.
- You possess excellent communication skills to interact effectively with clients, internal teams, and other stakeholders.
- You have a strong customer orientation to understand the needs of our clients and ensure that their concerns are addressed effectively.
- You possess strong conflict management skills to identify potential issues and proactively find solutions.
- You bring knowledge in the field of networks and databases, which contributes to a comprehensive understanding of the underlying infrastructure and technologies.
Experience
- You already have experience with a ticket system.
- Ideally, you have verifiable experience in the merchandise management environment, particularly with a focus on the Food & Beverage sector.
- It is advantageous if you already have experience and knowledge in the field of ITIL (IT Infrastructure Library).
- If you have experience in change management, this will be considered a plus.
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Benefits
Work-Life-Integration
Food & Drink
Health, Fitness & Fun
Job Locations
Location Vienna
Austria
Topics that you deal with on the job
This is your employer
Delegate Technology GmbH
Wien
Our Delegate Team is made up of experienced and long-time industry specialists, combined with experienced software engineers and a long-standing management team. We support our customers both on site as well as remotely via remote access and telephone hotline. We understand the industry we work in and help our clients succeed.
Description
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
Service Manager 2nd Level Support
- Salary
- from 44.450 € Gross/Year
- Location
- Vienna
- Working Model
- Onsite
