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Global IT CX Application Support Specialist

Location: Croatia, Zagreb

Job category: Information Technology (IT)

Language: English

Transcom is a rapidly expanding global customer experience specialist, with more than 50 service centers employing more than 30,000 people delivering services in 33 languages. The company provides CRM solutions to clients in a wide range of industry sectors including telecommunications and e-commerce, travel and tourism, retail, financial services and utilities. Transcom offers clients a broad array of relationship management services including among others: inbound customer service, outbound telemarketing, debt collection and credit management services, outsourcing of administrative tasks, contract automation and legal services. Do you want to join our rapidly growing IT family? 


Join our Transcom Family as a Global IT CX Application Support Specialist!

The Global IT CX Applications Support Specialist’s role is to collaborate in a team of trained professionals dedicated to provide application support to Transcom contact center operations to ensure that end users receive the appropriate assistance and that the systems in team’s scope have an uptime matching their targets. This includes the responsibility of request fulfillment, incident resolution, root cause analysis, monitoring, maintenance and administration of systems, tracking and managing vendor support tickets, documentation and (internal) ticket management. Main focus area is Cloud hosted web applications delivering services directly to end users.


Responsibilities in short:


  • Perform 1st, 2nd or 3rd level support activities in the event of operational incidents and customer requests in line with Global IT’s SLAs. Global Applications’ portfolio consists of standard applications used worldwide, such as Adobe Connect, Aspect eWFM, AtHand, GoContact, T:Perform, SAP Business Objects, Open Text Qfiniti and several other client specific applications.

  • Collaborate in a team dedicated to providing Application support to Transcom contact centre operations; support activities are carried out remotely from the Service Support Centers/Tech Hubs.

  • Work together, synchronize and manage cases with other IT Support or Development teams, contribute to maintaining good relationships with technology partners and other 3rd party solution providers, help follow up and manage cases delivered by these external partners.

  • Maintain good relationships with the IT organization and the Business Customers - be transparent and communicate all planned maintenance activities in advance, be conscious about possible impacts of such maintenance and coordinate preemptive actions with responsible IT teams and set correct expectations with Business Customers.

  • Develop a sound understanding of each system / application within the company’s global portfolio and increase efficiency of collaboration with any of the other IT teams or vendors.

  • Develop strong technical knowledge in the areas of specialization with underlying technologies included such as script languages, database management, communication protocols, etc.

  • In case of a failover situation between Service Support Centers, perform service desk or other support activities which are not strictly in scope of the Application support team.

  • Track, follow-up, escalate for timely resolution of incidents, problems and change requests according to the internal service delivery and support policies & procedures and agreed service levels.

  • Take part in project related activities as required and deliver agreed tasks in a timely fashion, contribute to the project team’s work to ensure successful project delivery.

  • Assist technical handovers and knowledge transfers between the IT departments to keep teams’ skills as relevant as possible. Keep the internal knowledge base of related technical areas always up-to-date and take ownership/assist (with) required documentation, process definitions to ensure best-in-class level of support.

  • Actively look for and suggest opportunities for improvement and automation to keep the organization’s processes as efficient as possible.

  • Coordinate software updates, new release deployments, execute controlled application upgrades.


What’s in it for YOU!

  • Career opportunities - growth within the company, both horizontal and vertical
  • Personal and professional development: conferences, training, and coaching on the job
  • Winning atmosphere and supportive team - we strive for collaborative, informal vibes with a focus on getting things done
  • Opportunity to be innovative and pitch your own ideas
  • Freedom in execution and forming of the organization
  • Multicultural communication and best practice sharing
  • A minimum of 23 vacation days (growing with tenure and parent status)
  • Parking space
  • 100% covered Multisport card and additional health insurance


What we are looking for:


Education:


  • High School or Technical High School Diploma

  • Degree in Computer Science from University or College is a plus

  • Microsoft Certification is a plus

  • Cloud (Azure/GCP) certification is a plus

  • ITIL certification is a plus


Required IT knowledge:


  • Good understanding of IP/ICMP protocols

  • Sound understanding of web technologies, key protocols

  • Good understanding of relational database technologies, terms

  • Professional experience in supporting web UI applications with database back-end

  • Knowledge and troubleshooting skills of Windows Server 2008, 2012, 2016

  • Basic understanding of call switching, control and call management

  • Professional experience with setting up and troubleshooting server/desktop hardware and software

  • Applications Management Experience to maintain, manage and enhance mission critical and support applications in Windows AD environments

  • Advanced knowledge of MS Office/Google Suite (or equivalent) office applications.


Other expectations:


  • 3-5 years experience in IT help desk environment

  • Possess strong knowledge of remote connectivity tools, and other help desk tools

  • At least 3 years experience in application management with large number of users, experience of contact center technology is preferred with customer experience technology support skills

  • Off hours availability.

  • Excellent verbal and written English communication skills.

  • Candidates must possess excellent conceptual and analytical problem solving abilities and must be able to troubleshoot issues in remote locations where on-site technical support is minimal

  • Must have good verbal and written communication skills and be able to produce technical documentation

  • Must be details oriented, able to work and act independently

  • Organizational and analytical skills

  • Timetable flexibility and initiative


Following is a plus:


  • Microsoft certification

  • ITIL certification

  • Cloud (Azure/GCP) certification

  • SQL certification

  • Web programming certification

  • Script development experience


Physical Demands


Rotating shifts, off-hours availability, travel to site (located in other countries) and provide on-site support in case of needs.


What Life at Transcom is like!


We are a global network of 28,000 local specialists, across 25 countries, passionate about providing outstanding customer experiences. Equipped with intelligent technology, we strive to be one step ahead of the newest trends as we support our clients, because we care about our clients! With that, we care about our local communities and continuously support them, we care about diversity, inclusion and sustainability, we care about our employees’ needs, careers, development and well being. Apply and find out first hand!



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