Agent L2 BSS-Solstice_DE

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 activities you will have a great impact on our business

• 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:

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience

•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

What's in it for you

Who we are

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.