Business SWAT Specialist | SwiconJobs

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Business SWAT Specialist

2021.11.18. | Budapest | Tech
Introduction
Our partner is one of the largest companies worldwide in the telco sector and is the third largest network operator in Hungary. For its newly established enterprise support functions, we are looking for a Business SWAT Specialist.
Tasks

Providing the manual connectivity between the B2B related systems and ensure the necessary data for the implemented B2B processes. 

Key accountabilities and decision ownership: 

  • Providing support for all teams, which are connecting to the enterprise services. 
  • Responsible for the coordination incident, problem, change and request management process, ensures contracted SLA levels are reached 
  • Provide technical escalation point to partner areas and customers in written and verbal communication 
  • Managing incident notifications for B2B customers, 
  • Managing incident notifications for internal partners 
  • Ensure high availability of services and thus satisfied customers, colleagues, partners 
  • Business hour monitoring of VBTS services 
  • Providing on–call availability 
  • Suggest service improvement plans and drive initiatives based on the customer experience 
  • Managing field force, customer notification 
  • Perform worksheet scheduling tasks 
  • Managing the related backlogs for B2B flows. 
  • Transfer contractual changes to technical systems via provisioning processes

Key performance indicators: 

  • Availability, response time SLAs
  • Customer satisfaction: VBU NPS, Consideration 
  • Kept deadlines 
  • Successful alignment with Enterprise Business Unit, Enterprise Customer Care and Technology Department teams
Expectations

Must have technical / professional qualifications: 

  • High School graduation 
  • Previous experience in customer facing roles is a must 
  • Strong verbal and written English is an advantage and Hungarian knowledge is a must 
  • Profound understanding of fix and/or mobile systems is an advantage 
  • Strong understanding of IT and Telecom systems 
  • Proficient in Microsoft Suite (Outlook, Excel, Word, PowerPoint) 
  • Highly motivated, customer focused individual 

Core competencies, knowledge and experience: 

Customer Obsessed – Leads Customer Obsession 

  • Sets expectations around high quality customer service and holds people to these expectations 
  • Identifies and addresses underlying issues in order to improve the customer experience 
  • Constantly seeks and applies feedback and data (both from our customers and from external best practice) on how decisions impact on our customers’ experience 

Innovation Hungry – Makes it happen 

  • Involves experts to find new solutions and takes appropriate risk 
  • Identifies and finds innovative solutions for underlying and long standing issues 
  • Leads on and facilitates the implementation of new solutions, approaches or best practice 

Ambitious and Competitive – Pushes boundaries 

  • Makes business decisions based on a clear and explicit cost benefit analysis and drives delivery of projects with a clear return 

Lean mindset looking for cost – demonstrates more with less 

  • Identifies competitor activity and takes accountability for action to beat competitors 

One Company, Local Roots

Employer's offer
  • Long term opportunity 
  • Multinational environment 
  • 100% home office possibility after initial conning period 
  • High volume projects