Business Tools Support Specialist - Remote Eligible

Mitel Business Tool Environment Support Specialist

At Mitel, you will have the opportunity to help businesses connect, collaborate and provide better experiences for our customers. You will deliver valuable contributions in creating business success within our global organization utilizing your unique attributes, skills and experience.

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Overview

Coordinates, diagnoses, troubleshoots, and resolves incoming employee and partner/customer issues related to Business Tool Environment. Provides support services to users with issues and requests related to IT applications such as Identity Management, Order Management and Licensing Tools, CPQ, Salesforce, ServiceNow, etc. Provides timely resolution of problems or escalations to appropriate personnel.

Responsibilities

• Receiving customer and internal requests and issues related to IT Business Tools services at the 1st support level via various mediums (e-mail, self-service portal and a small amount by phone)
• Reading and/or listening to problem descriptions, information needs and support requests, while showing customer understanding and empathy as well as safeguarding our business interests and limiting the company's liabilities and risks.
• Properly documenting all necessary information in the ticketing system.
• Creating, following up and updating tickets and assigning the correct priorities and categories.
• Interpreting and analysing the available information for determining the course of action to resolve the incident or fulfil the request.
• Solving tickets within agreed service level agreements or routing the sufficiently documented tickets to the appropriate level 2 and level 3 teams.
• Providing feedback, status and resolution information to the requestor and to the relevant stakeholders
• Ensuring a high level of customer satisfaction through professional communication with user

Requirements

• Strong communication skills; Customer oriented; Problem solving skills & analytical thinking; adaptive and learn quickly and proactively
• Basic technical/IT skills; experience in Business tools support is a plus
• BS/BA or advanced (University) degree in Business/ Information Technology related field - May be substituted for appropriate working experience (i.e. internship) where applicable
• 0-2 years' experience in relevant field or successful work experience or internship
• Language skills - English – C1 (it is required that all main responsibilities and internal and external communication will be conducted in English language). Language School Certification is a plus.
• German – B2 (at least) is a strong plus

What We Offer?

• Professional Growth in a Global Company
• Individual Career Path
• Knowledge Sharing Programs and Trainings
• Mentor Support
• Flexible Working Hours
• Home Office
• 26 Paid Vacation Days
• 5 Wellness Fridays Vacation
• Medical Care including Dental Care, Glasses, etc.
• Referral Bonus
• Food Vouchers
• Multisport Card
• Store Discounts
• Team Buildings and Company Events
• Lounge and Game Areas
• Metro Station next to the Office