Technical Service Representative

We are looking for a Technical Service Representative to join our team!

If you are an efficient communicator with excellent knowledge of the English language and are interested in working in a highly dynamic field service environment, we might be the perfect match! 

Main duties and responsibilities:

• Complete various tasks that, based on a Team assignment, move work orders from one stage in the workflow to the next stage (Internal workflow management). Tasks include, but may not be limited to the following:
  • DCH follow-ups
  • Email work order management
  • Evaluate provided information in work orders and modify or update in order to move from NEW to ODR (Dispatch) Status
  • Update work order closure information, to allow for the expedient billing process
  • Review Tracking information and update work orders with the same; manage Return Material Authorization (RMA) process on work orders that include defective returns (may include outbound calling / Technician and End Customer contact)
  • Review completed work orders for proper SLA treatment
  • Review completed work orders for proper Billing treatment
  • Provide customer-facing written updates on delayed work orders daily
  • Swivel seat to create work orders from data provided in customer Service Management systems
• Contact VFT / Technician partners (outbound calling) to verify off-site time targets are being met, update internal/customer-facing Maps that report the then-current state of each work order

What we expect from you:

• High school diploma
• A University degree in the relevant field (Business, Telecommunications, etc.) would be a plus
• Advanced knowledge of the English language
• 1-year prior Service Desk/Field Service Management experience
• Working knowledge of Structured Cabling/Low Voltage (CAT5 / CAT6) and Telco industry concepts is highly desired
• Strong workflow management capability – ability to conceptually understand the entire workflow; Intrinsic motivation to manage work orders in a timely manner under tight SLAs
• Ability to manage/move service tickets forward within the workflow
• Ability to effectively communicate with Technicians when following up on the Technician’s on-site status; Ability/willingness to (diplomatically) challenge any Technician who attempts to push back on instructions given (by you and others within the Company)
• Ability to navigate various online queues and to work with Excel spreadsheets
• Ability to provide detailed written notes related to communications with Technicians
• Ability to manage/move service tickets forward within the workflow
• Must be results-oriented and demonstrate an appropriate sense of urgency as required to successfully deliver on required Department targets

What you will get from us:

• Work from home
• Opportunity to develop skills through paid training
• Work in a large, international team
• Private health insurance
• Benefit package available to all our employees (free day and gift books for a birthday, discounts with our partners from different industries...)

If you want to give yourself a try in the new role, apply with your CV in English and join us!

Only shortlisted candidates will be contacted. Good luck!