KEY ACCOUNTABILITIES:
- Be the point of contact for European subsidiaries, their BPO’s and contact centres
- Monitor network performance and utilisation via system portals
- Monitor Telephony services via system portals
- Monitor IVR services, conduct changes within scope, as required
- Verify 3rd party vendor monthly invoicing
- Issue customer based monthly invoicing
- Support SR (service request) ticket system
- Support Telecommunications Manager as required
- Support project management and change management activities from preparing SoW’s through to coordination of changes and roll out, as required
- Identify risks and recommend plan for contingencies
- Incident management, track and resolves risks, issues, escalations and action items throughout operational management
- Manage issues related to business professionally and promptly.
- Work with product management in IT Innovation Business Team and SDS HQ to define product and service offerings that meet customers’ needs
SKILLS, ATTRIBUTES, EXPERIENCE:
Essential
- Ability to organize operational work effectively, juggle competing demands/changes
- Detail-oriented with strong organizational and communication skills
- Proactive, independent, responsible attitude
- Strong relationship building skills
- Excellent written and verbal communication skills
- Understanding of Amazon Connect administration and configuration
- Understanding Cloud telephony, cloud computing
- Understanding of Call Detail Records (CDR) & telco billing
- 3+ years’ experience in a Service Desk / Operational role
- 2+ years’ experience working with 3rd party vendors and SLA’s
- Demonstrated experience of telephony and/or network experience is essential
- Risk and issue management
Knowledge of Samsung processes in all business areas such as Sales, Marketing, Logistics and Customer Services
Global or European experience an advantage
EDUCATION:
Bachelor's/Master degree in related field or equivalent demonstrable experience
WE OFFER:
- Ability to work in a hybrid
- Work in a good atmosphere in a close-knit and ambitious team
- Ongoing support from supervisors and teammates.
- Opportunities for growth, clear career path