Ownership and drive to bring all issues pertaining to specific clients to a closureProviding inputs to the team leads for the status update calls with the key stakeholders from the client sideDevelop a sound understanding of the organizational policies, procedures and eProcurement tools and implement it on a day to day basisProvide technical assistance via phone, email and webex to clients, across the globe for eProcurement toolsProactively communicate issue status in a timely way to the clients and the managementTake ownership of issues until they are successfully resolved.
Ensuring the timely resolution to meet our Service Level Objectives’ (SLOs)Answering inbound calls of clients as per the SLA s and ensure resolution on call first fixMaking outbound calls to clients if process demands soEnsuring complete documentation with the ticketing system for ease of reporting and follow up as per the processEfficiently and concisely document support calls / email support inquiries and resolution into the company’s tracking system, practicing ITIL conceptsFiling Solutions’ and Problem Reports’.
Co-coordinating with various concerned departments to ensure the dynamic fixture of bugs and issuesAnalysis of issues, collecting of right informationWillingness to learnPerform special projects as requested by the ManagerDeliver product training courses to customers and internal staffDevelop a strong professional rapport with assigned customer accounts to help build our businessEnsure customer feedback as per the set standards of the companyPractice process improvements as definedAssist Sales and professional services teams in terms of trainings of products and troubleshooting.
Documentation of FAQ s and maintaining the repositoryDeveloping training material if need be and updating it on a timely basisFunctioning as a core part of the team, aligning individual activities to meet the goals of the team and organization at
fluency in English and German language (both spoken and written)2 +years of relevant experience in customer managementGood communication skills and the ability to liaise with various internal teamsAbility to document action items and drive them to completionWillingness to drive work to completion irrespective of the odds (Willingness to drive work to completion irrespective of the odds)Ability to comprehend business problems and presenting the needed solution to the customer
Why join us?GEP benefits : Above standard starting salary, Language courses, Extra vacation days, Lunch vouchers, Sick days, Contribution to Pension or Life insurance, Multi-sport cards and Home office.
GEP cares about people : We provide training, mentoring programs and career development plans to invest on our people.GEP is fun : A fully renewed and modern office in the center of Prague, hosts an open, friendly and multicultural atmosphere with different nationalities.
GEP is growing : By adding new customers and providing new services, we have managed to consistently increase our turnover by double digits over the last couple of years.