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Customer Support Representative
Marlink s.r.o. - Maritime & Enterprise Satellite Communications
Place of work
Lamačská cesta 3, Bratislava, Slovakia (Job with occasional home office)
Lamačská cesta 3, Bratislava, Slovakia (Job with occasional home office)
Contract type
full-time
full-time
Start date
ASAP
ASAP
Wage (gross)
1 200 - 1 400 EUR/monthThe salary is set based on the candidate`s background and relevant experience. The annual bonus represents the amount up to 1 monthly salary (13th salary).
1 200 - 1 400 EUR/monthThe salary is set based on the candidate`s background and relevant experience. The annual bonus represents the amount up to 1 monthly salary (13th salary).
Information about the position
Job description, responsibilities and duties
You will be the first point of contact for the Marlink organization and its customers using satellite communication services used onboard ships sailing all around the world.
The customers will contact you either by phone or e-mail and you will provide them assistance based on their Service Level Agreement.
The assistance means to advise them on products and services used, provisioning and billing, and provide 1st level support on incident tickets.
You will analyze requests and complaints, perform first-level diagnostics, and apply standard solutions.
In the case of a more complex technical issue, when standard procedures can not be applied, you will help them to get specialized second-line service from other Marlink departments in accordance with demarcation lines.
You will register all information regarding the requests of the client in the ticketing system and follow on their evolution.
You will keep the customer informed about his request status on a daily basis.
Based on requests from customers you will process activations, deactivations, suspensions, unsuspensions of services from the whole range of Marlink Products and Services.
You will follow the Service Desk department KPIs and objectives in cooperation with other departments.
Work is performed in daily shifts, Monday to Sunday, from 8:00 to 16:00.
If you work during the weekend (once or twice a month), you get financial compensation and take 2 days off next week.
Service Desk support is organized in three shifts with the "Follow the Sun" principle in three locations: Bratislava, Houston, and Manila.
The customers will contact you either by phone or e-mail and you will provide them assistance based on their Service Level Agreement.
The assistance means to advise them on products and services used, provisioning and billing, and provide 1st level support on incident tickets.
You will analyze requests and complaints, perform first-level diagnostics, and apply standard solutions.
In the case of a more complex technical issue, when standard procedures can not be applied, you will help them to get specialized second-line service from other Marlink departments in accordance with demarcation lines.
You will register all information regarding the requests of the client in the ticketing system and follow on their evolution.
You will keep the customer informed about his request status on a daily basis.
Based on requests from customers you will process activations, deactivations, suspensions, unsuspensions of services from the whole range of Marlink Products and Services.
You will follow the Service Desk department KPIs and objectives in cooperation with other departments.
Work is performed in daily shifts, Monday to Sunday, from 8:00 to 16:00.
If you work during the weekend (once or twice a month), you get financial compensation and take 2 days off next week.
Service Desk support is organized in three shifts with the "Follow the Sun" principle in three locations: Bratislava, Houston, and Manila.
Employee perks, benefits
The contract is full-time for 1 year with a change to permanent after the performance evaluation. The work is performed in a challenging international high-tech environment and you will use English or other languages every day.
We offer the benefit package consisting of:
• Meal allowance of EUR 5,00 per day worked
• All-year healthcare package - Business care program with private medical clinic ProCare
• Free drinks and fruit at the workplace
• Mobile phone also for private use
• Laptop also for private use
• 5 days of additional holiday
• Home office option with a reimbursed Internet connection
• 100% salary compensation during illness up to 2 months (doctor certified)
• Language training
• Multi-sport card
• Employee social events
We offer the benefit package consisting of:
• Meal allowance of EUR 5,00 per day worked
• All-year healthcare package - Business care program with private medical clinic ProCare
• Free drinks and fruit at the workplace
• Mobile phone also for private use
• Laptop also for private use
• 5 days of additional holiday
• Home office option with a reimbursed Internet connection
• 100% salary compensation during illness up to 2 months (doctor certified)
• Language training
• Multi-sport card
• Employee social events
Information about the selection process
Your CV in English is expected by 31 May 2022. Only candidates meeting professional requirements will be contacted back and invited for personal interviews.
Requirements for the employee
Candidates with education suit the position
Secondary with school-leaving examination
Follow-up/Higher Professional Education
University education (Bachelor's degree)
Follow-up/Higher Professional Education
University education (Bachelor's degree)
Educational Specialization
telecommunication or other technical field, or general business education with passion in telecom solutions
Language skills
English - Upper intermediate (B2)
The position is suitable for a fresh graduate
Yes
Personality requirements and skills
- Technical background or work experience in IT or Telecommunications helpdesk is an advantage
- Training is provided in the initial period, however technical thinking and general knowledge of telecommunication networks is welcome
- A professional communicator handling conversations via telephone and listening to the client (qualification of customer demand, rephrasing,…)
- Be able to explain, rephrase and simplify technical subjects to non-technical people.
- Strong social skills for establishing professional relationships with clients.
- Fluent English is mandatory
- German or Italian are other languages used, command of any of them as a second language is an advantage
- Team spirit, skills for service support, and customer orientation.
- A pro-active and positive attitude.
Advertiser
Brief description of the company
Wherever our customers are in the world, we help them digitalise and optimise their remote business processes using advanced hybrid network solutions and digital technologies.
Our teams work together across the globe, using constant innovation, expertise and applied technology to bring systems and people together with a future focus. We push boundaries. We combine unrivalled resources and expertise in field engineering with advanced digital technologies such as cyber security, IT, and cloud enablement.
Today, we employ 1500 people in over 30 countries, with customers in the maritime, energy, and humanitarian sectors. We believe in creating a culture where you can develop and thrive. Our commitment to excellence drives our success.
Our teams work together across the globe, using constant innovation, expertise and applied technology to bring systems and people together with a future focus. We push boundaries. We combine unrivalled resources and expertise in field engineering with advanced digital technologies such as cyber security, IT, and cloud enablement.
Today, we employ 1500 people in over 30 countries, with customers in the maritime, energy, and humanitarian sectors. We believe in creating a culture where you can develop and thrive. Our commitment to excellence drives our success.
Number of employees
100-149 employees
Contact
ID: 4337474
Dátum zverejnenia: 24.5.2022
2022-05-24
lokalita: Bratislava Pozícia: Call Operator, Customer Support Specialist, Helpdesk Operator Spoločnosť: Marlink s.r.o. - Maritime & Enterprise Satellite Communications
Základná zložka mzdy (brutto): 1 200 EUR/month