TECHNICAL L2 SUPPORT SPECIALIST AT CONTACT CENTER COE OF HENKEL DX - copy - copy

HENKEL IS FOR THOSE WHO STEP UP. DO YOU?

Henkel operates worldwide with leading brands and technologies in three exciting business areas: Laundry & Home Care, Beauty Care, and Adhesive Technologies. Our success is built on constant innovation and people who strive for excellence. Working at Henkel is much more than just a job. It's a passion. Have you got what it takes?

Henkel's dx division provides internal technical support services to Henkel's operations globally. We, the Contact center services competency center (CoE) team of Henkel dx based in Bratislava, operate Contact center platform based on Genesys Cloud CCaaS. We support global operations of our 7 internal consumers of Contact center services located in more than 20 locations spread across 5 continents. This is great opportunity for broadening your experience while heading new and exciting challenges which are with us constantly present. Are you interested?

YOUR ROLE

• Ownership, supervision and handling of internal support process: Tickets assigned to correct team / with-in defined service level / in correct status
• Keep track of all tickets raised by our internal customers
• Active communication with our internal customers (Issue Reporters & Affected users)
• Ensure completeness of all details vital for further troubleshooting before dispatching to L3/L4 (who/what/when/how; steps to reproduce; system logs and interaction IDs)
• Coordination of troubleshooting activities with 3rd party L3/L4 support partners (in case of major incidents also outside standard working hours)
• Organizing of troubleshooting sessions (MS Teams w/ screen sharing) inviting Issue Reporter/Affected user and 3rd party L3/L4 support partners
• Communication of the analysis results and steps to issue resolution/mitigation to the Issue Reporter
• Execution of the steps upon their acceptance by the Issue Reporter
• Verification of effectiveness of the resolution/mitigation action with Issue Reporter
• Regular reporting on tracked ticket data (esp. number of tickets per root cause category of issues)
• Maintenance of technical and operational documentation (Knowledge base for L1 support team, GIS numbers, Email accounts, Chat entry-points, Agent team queues and members, list of Authorized Issue Reporters and Change Requesters)
• Comprehensive ownership of the service support process (SNOW, Reporting form)
• Training of new authorized issue reporters and change requesters
• Execution of simple and advanced configuration changes (Genesys Cloud Admin, Telecom provider portal)
• Creation, Maintenance, Presentation, Clarification of customized reports/queries
• Delivering user trainings (Agent, Supervisor, Reporting user, Support service user trainings)
• Post-processing of voice prompt recordings (noise removal, amplification, splitting/merging/trimming)
• Standard working hours: 8am to 5pm Bratislava time
• On-call duty: 24/7 (highly critical P2 and P1 tickets only occurring once/twice a year)

YOUR SKILLS

• Active verbal and written communication skills in English language
• Strong customer service mentality
• Positive and constructive attitude
• Direct and honest in all communication and feedback
• Strong analytical thinking
• Strong attention to detail
• Persistence in seeking expected outcome
• Complexity does not scare you
• Self-motivated
• Knowledge hungry
• Advanced usage skills in MS Excel, MS Word, MS Outlook, MS Teams, MS Power BI, Audio editing software (e. g. Audacity), Wireshark.
• Experience in creating, maintaining, and analyzing reports/queries (Contact center performance ones preferably)
• Advanced understanding of Data Networking, IP Telephony, Contact center, Web server infrastructure and service operational principles/concepts
• Advanced troubleshooting skills in mentioned areas - ability to collect, analyze and debug TCP/UDP, SIP/SDP/WebRTC sessions and JS code execution console logs
• Experience in support service delivery supported by the Service-Now tool (or other ITSM ticketing tool), but not mandatory
• University degree in IT field is welcome, but not mandatory

YOUR OPPORTUNITY

• Gain experience in operating robust leading technologies-based infrastructure - Genesys Cloud CCaaS Contact center, Genesys Cloud Edge servers, GIS services, Audiocodes SBCs, PowerBI, AI
• Obtain advanced training in areas of your choice
• Improve your communication and support service delivery skills
• Learn concepts an Enterprise-grade Multi-channel Contact center solution operates on
• Learn how corporate support processes work

BENEFITS WE OFFER

• 13th salary
• Performance-based bonus up to 110%
• Financial bonus for referring a suitable candidate from 500 to 1000 EUR gross
• Extra contribution to lunch vouchers
• Cafeteria benefit system
• Henkel Shop
• Henkel Kindergarten
• Life insurance
• Health care package
• Relocation bonus
• 5 sick days per year
• Home Office possibility
• Extra paid days off for special life events

Minimum salary: 3000 EUR gross (Of course, an overpayment is possible depending on the respective training, qualification and professional experience. The gross salary is based on these aforementioned criteria and is finally determined after the personal interview.)

JOB ID: req49104 Contract & Job type: Full Time, Regular Contact information for application-related questions: recruitmentslovakia@henkel.com Please do not use this email address for sending your application or CV. To apply, please click on the "Apply Now" button below. Applications sent via e-mail will not be accepted.