4 jobs found in Poznań

SERVICE DESK TEAM LEAD – POZNAN, POLAND Fluent English Required You MUST currently have official and current documentation to live & work in Poland. No sponsorship or assistance in gaining a work permit is being offered. No relocation assistance is provided. REQUIRED: EU Passport or Karta Polaka + Polish VISA or Karta Pobytu + Letter of decision for access to labour market PLEASE SUBMIT COPIES OF ABOVE WITH CV PAY: 6500 PLN/month gross salary PLEASE SUBMIT CV in ENGLISH   POSITION SUMMARY As the Service Desk Team Lead, reporting to the Operations Manager, your primary responsibility is to act as the facilitator of the team by ensuring excellent customer service, and develop team effectiveness through leading, coaching, motivation and mentoring. Other responsibilities include problem solving, quality coaching or other corrective actions within the team and prepare weekly reports and conduct employee feedback sessions. The Team Lead is accountable for team metrics on a weekly/monthly basis. KEY RESPONSIBILITIES • Responsible to support staff through providing supervision, leading and mentoring, conflict management, coaching, training, and performance development •  Provide assistance to analysts for any call escalations and during peak periods and outages which includes taking calls •  Create, modify, updates  and adjust staff  weekly schedules and attendance records •  Provide Real Time monitoring of the ACD system to ensure that adequate staffing is available at all times •  Support and oversees any outage and/or critical situations •  Review and approve staff weekly timesheets •  Manage the daily survey process and provides feedback to analysts •  Ensure that all new or modified processes and policies are reviewed and implemented by staff •  Responsible for quality monitoring and periodic monitoring of the help desk bins globally and per analyst to ensure that tickets are being handled within the SLAs •  Provide analysts with weekly personal metrics report through one-one meetings •  Attend client meetings as needed/requested by management •  Adhere and ensure team adherence to corporate performance and industry standards. •  Back up the Operations Manager if required.   Job Requirements: REQUIRED SKILLS / EXPERIENCE / EDUCATION MUST be fluent/bilingual in English •          Excellent written and oral English communication skills •          Bilingual / Trilingual •          Multi-tasking experience in a fast-paced environment •          Ability to analyze problem situations and present appropriate solutions •          Excellent organization, planning and time management skills •          Ability to lead, coach, develop and train staff effectively •          Must be dedicated, reliable and dynamic •          Self-starter, proactive, and display initiative •          Must work well independently, as well as within a team environment •          Ability to work comfortably in a fast-paced and a metrics organization, built around team concepts and structures and the ability to deal with constantly changing internal and external environments •          Must have already successfully passed the Team Leader Assessment Center   Required Education and Experience: Requires a College Degree in the field of Computer Science or Business Administration/Management and a minimum of 2 years of leadership experience in a service desk / help desk managing 10+ service desk analysts or any equivalent combination of education and/or experience. Proven management of personnel, customer service / customer support experience required.   Job Management Skills: The Team Lead should utilize his time to be most efficient and improve productivity. The schedule will be defined by the manager of the team to ensure escalation points availability at almost every time.  The work week is the standard 40 hours a week with overtime as required. The Team Lead manages team conflicts so that problems are resolved constructively. He/she should be able to work under little or no supervision based on the guidelines set by his/her Operations Manager. The Team Lead handles schedule adherence and operations. He/she is responsible for monitoring the team's performance and ensuring that the team stays on schedule and meets their performance metric

In behalf of our client, they are looking for a:    BILINGUAL POLISH & ENGLISH SERVICE DESK ANALYST – POZNAN, POLAND Native level Polish & English fluency required You MUST currently have official and current documentation to live & work in Poland. No sponsorship or assistance in gaining a work permit is being offered. No relocation assistance is provided. REQUIRED: EU Passport/Polish citizen or Karta Polaka + Polish VISA or Karta Pobytu + Letter of decision for access to labour market PLEASE SUBMIT COPIES OF ABOVE WITH CV PAY: 4000 PLN/month gross salary PLEASE SUBMIT CV in ENGLISH   POSITION SUMMARY Provide Service Desk support to external customers and users Receive, document and track all incoming customer/user calls for immediate remedy and closure Utilize computer and database information to update incident status Serve as the single point of contact (SPOC) for incidents, including owning the call through closure   KEY RESPONSIBILITIES Provide timely customer service support to contracted clients Use defined procedures for responding to customer calls Collect information from caller and document data elements in designated tool Maintain records of all calls from customers using designated Service Management tool Provide detailed documentation of all steps involved in resolving customer issues Escalate issues to the appropriate department and personnel Investigate, examine, troubleshoot and solve hardware and software issues quickly Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers Provide support and instruction for client products Perform all procedures based on Standard Operating Procedures (SOPS) with associated testing Update knowledge base for all clients Unlock and reset passwords for user accounts Resolve issues for clients using designated remote access tool Ability to have flexible schedule to assist in responding to emergency support issues and situations Other duties as assigned   BASIC RESPONSIBILITIES Arrive in time to be ready to begin work at start of scheduled shift Maintain clear and concise communication with both the client and supervisor Report any issues to immediate supervisor in a timely manner Keep calls to a minimum (if possible) to allow for timely closure and avoid delays Work entire shift without any unjustified interruptions Perform any extra duties that may arise requiring attention Must be flexible with schedule to work rotating shifts between 6am-10pm Job Requirements: REQUIRED SKILLS / EXPERIENCE / EDUCATION MUST be fluent/bilingual in English + native level fluency in POLISH Excellent written and oral English communication skills Native fluency in the designated language(s) Exceptional problem solving and organizational skills Excellent analytical and problem solving skills Excellent customer service orientation Ability to adjust and adapt to situations in a timely manner Motivated self-starter, proactive with initiative to work and learn   Required Education and Experience: Higher education degree highly preferred and a minimum of 6 months previous service desk experience in a call center environment preferred and/or any equivalent combination of education and customer service experience. Required Technical Skills: Proficient in Windows Operating Systems and MS Office Suite applications Computer keyboarding, multiple monitor and touchpad skills Solid understanding of various software and hardwar

In behalf of our client, they are looking for a:  BILINGUAL GERMAN & ENGLISH SERVICE DESK ANALYST – POZNAN, POLAND Native level German & English fluency required You MUST currently have official and current documentation to live & work in Poland. No sponsorship or assistance in gaining a work permit is being offered. No relocation assistance is provided. REQUIRED: EU Passport or Karta Polaka + Polish VISA or Karta Probytu + Letter of decision for access to labour market PLEASE SUBMIT COPIES OF ABOVE WITH CV PAY: 4000 zl/month gross salary PLEASE SUBMIT CV in ENGLISH   POSITION SUMMARY Provide Service Desk support to external customers and users Receive, document and track all incoming customer/user calls for immediate remedy and closure Utilize computer and database information to update incident status Serve as the single point of contact (SPOC) for incidents, including owning the call through closure   KEY RESPONSIBILITIES Provide timely customer service support to contracted clients Use defined procedures for responding to customer calls Collect information from caller and document data elements in designated tool Maintain records of all calls from customers using designated Service Management tool Provide detailed documentation of all steps involved in resolving customer issues Escalate issues to the appropriate department and personnel Investigate, examine, troubleshoot and solve hardware and software issues quickly Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers Provide support and instruction for client products Perform all procedures based on Standard Operating Procedures (SOPS) with associated testing Update knowledge base for all clients Unlock and reset passwords for user accounts Resolve issues for clients using designated remote access tool Ability to have flexible schedule to assist in responding to emergency support issues and situations Other duties as assigned   BASIC RESPONSIBILITIES Arrive in time to be ready to begin work at start of scheduled shift Maintain clear and concise communication with both the client and supervisor Report any issues to immediate supervisor in a timely manner Keep calls to a minimum (if possible) to allow for timely closure and avoid delays Work entire shift without any unjustified interruptions Perform any extra duties that may arise requiring attention Must be flexible with schedule to work rotating shifts between 6am-10pm Job Requirements: REQUIRED SKILLS / EXPERIENCE / EDUCATION MUST be fluent/bilingual in English + native level fluency in GERMAN Excellent written and oral English communication skills Native fluency in the designated language(s) Exceptional problem solving and organizational skills Excellent analytical and problem solving skills Excellent customer service orientation Ability to adjust and adapt to situations in a timely manner Motivated self-starter, proactive with initiative to work and learn   Required Education and Experience: Higher education degree highly preferred and a minimum of 6 months previous service desk experience in a call center environment preferred and/or any equivalent combination of education and customer service experience. Required Technical Skills: Proficient in Windows Operating Systems and MS Office Suite applications Computer keyboarding, multiple monitor and touchpad skills Solid understanding of various software and hardware

In behalf of our client, they are looking for a:  RECRUITER – POZNAN, POLAND Fluent English and Polish Required You MUST currently have official and current documentation to live & work in Poland. No sponsorship or assistance in gaining a work permit is being offered. No relocation assistance is provided. REQUIRED: EU Passport or Karta Polaka + Polish VISA or Karta Probytu + Letter of decision for access to labour market PLEASE SUBMIT COPIES OF ABOVE WITH CV PAY: 5300 PLN/month gross salary PLEASE SUBMIT CV in ENGLISH   POSITION SUMMARY  To source and screen prospective candidates for service desk positions. RESPONSIBILITIES • Identify qualified talent in direct accordance with the job requisition • Creatively source candidates through existing database, job boards, contacts and direct recruiting efforts • Perform screening and evaluation of viable candidates • Maintain communication/relationship with candidates • Timely maintain the Recruiting Pipeline and Recruiting Database • Strategize with teammates to accomplish business growth goals • Work in a team environment, while being held accountable for individual growth goals Perform other duties as assigned. Job Requirements: REQUIRED SKILLS - Minimum 2 years of recruiting experience - Excellent written and verbal communication skills in English and Polish - Solid interpersonal skills - Thorough understanding of recruiting resources & tools - Effective time management and organizational skills - Results-driven with a proven track record and strong desire to meet and exceed goals - Customer service focused and excellent follow-up - High sense of urgency and ability to multi-task