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Vodafone • Romania

Agent L2 BSS-Solstice_DE

Employment type:  Full time

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Job Description

Your day to Day

  • You will provide IT services in the Business Systems/Applications Support Services area

With these activities you will have a great impact on our business

  • You will receive incidents and issues via phone, email or ticketing system on all supported UnityMedia applications with the goal of providing direct customer resolution or functional escalation to responsible 2nd Level teams if they cannot be resolved on first contact.
  • You will be in charge of business impact assessment (define ticket severity) and incident resolution process (ticket ownership)
  • You will ensure fulfillment of Service Level Agreements
  • You will record actions taken and resolution offered in the relevant ticketing system;
  • You will perform ticket monitoring as per internal procedure;
  • You will identify and suggest possible improvements to procedures;
  • You will ensure fulfillment of agreed service level agreements / key performance indicators;
  • You will resolve complex technical incidents, service requests and queries
  • You will interact with stakeholders, such as application support or business departments or external parties and with IT teams and other stakeholders for incident closure / request fulfillment
  • You will work on prioritization of incidents and incident tracking

With these skills you are a great candidate:

  • You have strong verbal communication skills in German (C1/C2) and English.
  • You have strong reporting and analytical skills
  • You are customer service oriented.
  • You support and maintenance analysis
  • You have good analysis and troubleshooting skills
  • You have good verbal and written communication skills
  • You are working in troubleshooting systems analysis skills
  • You have high conscientiousness and accuracy in work
  • Service orientation
  • Flexible and committed attitude

Sounds like the perfect job? We’ve got even more to offer:

•Work from Home – hybrid approach

•Medical and dental services

•Life and hospitalization insurance

•Dedicated employee phone subscription

•Special discounts for gyms and retailers

•Annual Company Bonus

•Ongoing Education – we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skills

•You get to work with tried and trusted web-technology

•Getting in on the ground floor of a technology changing company

•We let you write your own story by planning vacations: go for a trip, experience new things, have fun and enjoy your 23 days off.

•Special Paternal Program - 4 months of paid paternity leave

#_VOIS

Company benefits

UK (28), India (22), Egypt (21), Hungary (20), Romania (20), Albania (20), Turkey (14) days annual leave + bank holidays
Work from anywhere scheme – work for up to 20 days/year abroad (dependant on country)
Annual bonus – dependant on company performance
Employee discounts
Personal development days – once per quarter
Learning platform – access to Harvard Business Publishing, MIT Horizon and Skillsoft
Enhanced maternity leave – 16 weeks (paid) with a phased return to work over 6 months
Enhanced paternity leave – 16 weeks (paid) with a phased return to work over 6 months
Volunteer days – up to 5 days
Coaching – access to a free certified internal pool of coaches
Mentoring
Carer’s leave
Adoption leave – 16 weeks (paid) with a phased return to work over 6 months
Enhanced sick days
Mental health platform access
Mental health first aiders
Employee assistance programme
Complimentary Medical Services – 24/7 online doctor service
Compassionate leave
Home office set up
Buddy scheme
Referral bonus
Early finish Fridays
Buy or sell annual leave
Cycle to work scheme
Life insurance
Sabbaticals
Salary sacrifice
Share options
Teambuilding days
Faith rooms
Enhanced pension match/contribution
LinkedIn learning license

We need to ask employees of Vodafone what it's like to work there before we assign the company FlexScore®.

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Working at Vodafone

Company employees

85,887

Gender diversity (male:female)

61:39

Currently Hiring Countries

Albania

Czechia

Democratic Republic of the Congo

Egypt

Germany

Greece

Hungary

India

Ireland

Italy

Japan

Luxembourg

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Romania

Serbia

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United Kingdom

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