Service Operations Analyst

Wrocław

We are an agile-oriented, value-driven team of more than 700 professionals, who strive to deliver our clients excellent software. We like to call ourselves digital transformation specialists. We’ve been working for many well-known brands since the year 1991 from Coventry (UK) and in 2005, we set up our fully owned development center in Wrocław (PL). In every relation we build – especially between the colleagues, us and clients, us and suppliers – Win-Win solutions. We create an informal atmosphere, where everyone is equal, so you may always share your thoughts with your supervisor. Your opinions are welcome because you are treated as an expert in your field. Win Win is our central philosophy, and this holds true for all our stakeholders: clients, employees, suppliers and shareholders.

0

the number of talents we are working on in accordance with Gallup Institute methodolgy. We believe it is best to work on our strengths

Your role:

Provide first line support for UK/EU based customers.

Logging all incoming tickets assigning category and priority codes.

Resolving various incidents and service requests.

Routing issues to respective Teams that cannot be resolved by the first line.

Reporting progress of incident solutions to the Customer and respective Teams.

Checking ticketing tool's queues.

Handling customer communication from beginning to end of the process.

Using various monitoring tools – Zabbix, Grafana etc.

Joining calls with customers on a regular basis.

Engaging in high quality relationships with both the customer and the internal teams.

You are The One, if you have:

Excellent English communication skills (written and spoken).

Ability to work under pressure.

Availability to work in shifts (with a certain degree of flexibility)

High level of customer focus and empathy.

Attention to detail and proactive management.

Nice to have:

Experience in coordinating Service Desk teams will be an advantage.

Working Experience with ticketing tools like Jira, Zendesk, etc.

Practical knowledge of monitoring tools.

Previous professional experience in customer service.

Practical knowledge of ITIL v3.

Why it is worth joining us:

We offer an inspiring working environment where you cooperate with experts in various fields

We offer a relocation package for candidates from outside of Lower Silesia

Your voice is heard – our philosophy is based on good practices and open communication

Our organizational culture is based on knowledge-sharing and friendly help – we do our best to give all the support you need to excel at what you do

We work on diverse projects and technologies: anomaly detection, recommendation engines, computer vision, and many more

We make you feel comfortable with us by offering such benefits as English lessons during working hours, medical care for you and your family or life partner, Multisport card

To find out more

Check out our Guilds and Tribes structure which helps us to avoid being a corporation.

See what is manifested by our support engineers.

Moving to Wroclaw? Check out our relocation package.

Attendant

We have a team of more than 700 experts, who know their stuff. We use common sense more often than we use the procedures. And most probably, we play the most fierce table football matches in Wrocław. We develop Enterprise-class software in the atmosphere full of the English sense of humour.

Get in contact

This is how your recruitment process will look

1

Analysis of the application

We read through every single CV we are sent. A positive outcome here will mean you are invited for an interview.

1
2

The interview

You’ll have the chance to meet specialists from our HR Department, as well as from the Technical Department to which you have applied. We want to get to know you and show you a little of the reality of Objectivity.

2
3

Recruitment results

If we decide to employ you, we call you with an offer. No matter what the result, we contact everyone with detailed feedback about the recruitment process.

3