The User Experience Center Engineer will provide elevated support for customers in Dutch or German or French or Italian as well as in English language. The issues reported by the customers will be both technical as well as functional, which will require an exceptionally good knowledge of the IT environment and applications and ITSM processes.
Benefits:
- Competitive salary and cafeteria benefits; free sport allowance (near the office buildings), All You Can Move SportPass (at a discounted price), medical benefits and other perks
- Risk and accident insurance
- Chance to be part of a rapidly expanding organization
- Training and continuous learning and certification opportunities
- Multilingual environment, native colleagues
- Pleasant and inspiring working atmosphere with multicultural community and state-of-the-art technologies
- Easy to access location and modern office building (easy to reach from city centre, 10-15 minute commute)
- Reimbursable language courses
- Team events and Company events (cool and youthful parties with team-games)
- High value awards and recognitions, annual bonus for top performers, and annual salary review
Your tasks will be:
- End user experience monitoring
- Digital experience analytics
- Conduct investigations to identify patterns or commonalities
- Perform regular health checks
- Creating proactive incidents for improvement in performance
- Coordinate with resolver groups for maintenance and break/fix activities
- Monitor critical and high priority tickets (P1 & P2)
- Validate and alert respective site engineer and country leads to take immediate actions to avoid Service Level Agreement breaches
- Report issues to higher level resolver groups for immediate actions
- Coordinate and collaborate with partners and vendors
- Provide elevated level of technical remote support
- Incident Management and Request Fulfillment
- Contribute to and participate in account review meetings with leadership
- Provide inputs and observations regarding internal process- , workflow- and knowledge management, as well as contious service improvement initiatives
- Maintain a high level of quality customer service
- Any additional project-specific task assigned by direct supervisor or above
Requirements:
- High school diploma
- One of the above-mentioned language skill on close to native level beside English language skill.
- Good affinity to IT.
