Job Title: Service Operation Specialist (Technical)

Location: Cluj, Romania

Type: Full-Time, ODC

About the Role:

We are seeking a highly skilled Service Operation Specialist (Technical) to join our client”s dynamic team. This role involves providing daily technical support and expertise in the diagnostics of product failures, primarily through remote communication. You will play a key role in preparing service strategies for new product launches and optimizing service processes.

Key Responsibilities:

Technical Support and Diagnostics: Act as an expert in diagnosing failures in terminal products, providing remedies based on remote communications.

Pre-Launch Preparation: Ensure all service aspects are addressed before new products are launched.

Knowledge Management: Be responsible for the output and optimization of field knowledge.

Data Analysis and Reporting: Analyze customer feedback and KPIs such as Service Level, First Contact Resolution, Net Support Score, and pending case closure rate, creating and sending improvement reports.

Cross-Department Collaboration: Work with BPO and various departments to enhance processes based on data-driven insights.

Direct Customer Support: Occasionally provide direct troubleshooting assistance to customers.

Ideal Candidate:

Educational Background: Bachelor’s degree or higher in Communication Engineering, Electronics, IT, or a related science and engineering field.

Experience: Similar experience in a competitor company will be an advantage.

Passion for Technology: A geek for 3C products with a strong interest in smart hardware and software.

Team Player: Excellent communication, organizing, and collaboration skills.

Problem-Solving: Proactive with a clear logical sense, strong executive ability, and adept at identifying and resolving issues.

Analytical Skills: Capable of summarizing and concluding in problem-solving scenarios.

Benefits:

Competitive Salary: Reflective of your experience and skills.

Career Growth: Opportunities for professional development in a growing company.

Dynamic Team: Work with a group of passionate and talented individuals.

Join Us:

If you are dedicated, proactive, and looking for a challenging role where you can make a significant impact, we would love to hear from you.

Apply now to become a part of their innovative team in Cluj, Romania! ciprian.georgescu@gigroup.com