TELECOMMUNICATION OPERATIONS ANALYST

Immoqee Sp. z o.o., based in Warsaw, has been in business since 2014. Our goal is to support the sales and customer service processes of our contractors, with whom we build lasting and long-term relationships. We provide comprehensive support services for HR, recruitment and training processes in this area. We are looking for candidates for a project implemented for our partner: SAMSUNG SDS - one of the most admired and innovative brands in the world. SAMSUNG SDS inspires and empowers a digital revolution with their cutting edge technologies and always strives for excellence.

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

·         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

 

Desired

·         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 or remote system
• Contract with employee benefits package
• Private medical care
• MuliSport card
• Group insurance
• Work in a good atmosphere in a close-knit and ambitious team
• Ongoing support from supervisors and teammates.
• Opportunities for growth, clear career path

please apply via: https://ct301b.raton24.pl/pl/kariera